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COVID-19 Safety Audits

Ann Michaels & Associates Ltd.
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  • About Us
  • Services
    • Mystery Shopping
    • Social Listening
    • B2B Mystery Shopping
    • Quality Call Monitoring
    • Customer Feedback
    • Mobile Surveys
    • Qualitative Methods
    • Blog Writing
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    • Home
    • About Us
    • Services
      • Mystery Shopping
      • Social Listening
      • B2B Mystery Shopping
      • Quality Call Monitoring
      • Customer Feedback
      • Mobile Surveys
      • Qualitative Methods
      • Blog Writing
    • Shopper Information
      • New Shopper Registration
      • Current Shopper Login
      • Tips for Success
    • Contact
    • Blog
COVID-19 Safety Audits

Ann Michaels & Associates Ltd.

Signed in as:

filler@godaddy.com

  • Home
  • About Us
  • Services
    • Mystery Shopping
    • Social Listening
    • B2B Mystery Shopping
    • Quality Call Monitoring
    • Customer Feedback
    • Mobile Surveys
    • Qualitative Methods
    • Blog Writing
  • Shopper Information
    • New Shopper Registration
    • Current Shopper Login
    • Tips for Success
  • Contact
  • Blog

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About Us

Our History

It All Started With A Simple Question


As a retail owner, Kathy Doering understood the importance of customer service, not only with regard to customer loyalty, but also to revenue and increased sales. She realized that employees provided excellent customer service while they were present, and wondered if the same service levels were provided when she wasn't. To answer this question, a basic mystery shopping program was implemented to visit her business and evaluate the service provided. The information gained was invaluable. Realizing that this service would benefit companies in every industry, Ann Michaels & Associates was conceptualized.


The company started its operations in 1998 serving companies throughout the Midwest. The process was slow at the time – the company relied on paper and fax to complete shops. Surveys and training materials were originally mailed to mystery shoppers. At times they could be sent via fax or email, but that was rare. Mystery shoppers would conduct shops and complete handwritten reports. These reports were sent to Ann Michaels & Associates via fax or mail, at which time Account Managers needed to convert the handwritten reports into a typed format. The reports were compiled, printed, and mailed to the clients each week. While providing excellent, objective information, turnaround time was lacking. The importance of acting on issues that were in need of quick improvement was noted, and alternatives to this current system were investigated.​

As Business Grew

More and more companies understood the importance of objectively measuring service levels and employee performance, it was apparent that a broader view was needed to truly assist companies in improving the customer experience. Ann Michaels & Associates surveyed clients to better understand their needs and realized that while mystery shopping provides an objective snapshot of customer service, another viewpoint was needed for the big picture.

Customer feedback programs were the obvious solution. Taking the objective information gleaned from mystery shopping and coupling that with the more subjective voice of the customer, owners and managers were able to see their business from all aspects. The service was originally offered as a web based program in early 2006, and has expanded to offer web based and toll-free telephone based feedback programs throughout 2007.

Finally, Ann Michaels & Associates again expanded their services to allow companies a true 360 degree view of their business by implementing employee surveys. These surveys were similar to the customer feedback in that they were anonymous and could be implemented on a web based or toll free telephone format, but they allowed management to survey their employees to pinpoint potential morale issues and gather feedback for improvement.

This wide range of services has led to great success for Ann Michaels & Associates’ clientele and has positioned Ann Michaels & Associates as a customer service solution based company.

White Papers

Why Monitor the Customer Experience If You Don't Act On The Data?

Every time I see a LifeLock commercial, I think about our mystery shopping and customer feedback programs. There is one line that stands out:

“I’m not a security guard. I’m a security monitor. I only notify people if there’s a robbery…”

And their tag line: Why monitor a problem if you’re not going to fix it?

How Marketing Fails When You Target “Your Customers”​

Have you ever had this conversation?

Client: “Our marketing campaign failed. Why?”

You: “Well, who were you targeting?”

Client: “Our customers.”

You: “Okay, but who are your customers?”

Client: “They’re our customers.”

How Can You Stop Sales Quickly? Build Walls Between Online, Phone & In Store...

Customers appreciate a seamless journey – no matter where they start in the sales process, they expect very little friction from interest to purchase. They also likely expect the same purchase experience no matter how they purchase items or services, whether it is online,...

Studies chart the evolution of social media as a customer service channel

The author traces the trends in usage of Facebook, Twitter and other Web-based forms of customer service across three verticals from 2012 to 2015.

Where companies are failing at using social media for customer service

Ann Michaels & Associates conducted a mystery shopping study to examine 10 businesses in three markets to measure response times in social media venues (Facebook, Twitter and the "contact us" forms on the company Web sites) to examine how social media works as a means of customer service.

Industries We Serve

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