Customer Service Matters

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Utilizing an objective method of measuring operational standards and service levels across all touch points of your customer experience will help you determine where you excel and pinpoint customer service challenges before they become detrimental to your business.

Chicago Bank Client Since 2009

"Using social media monitoring helps us to quickly identify
any problems or issues.  This service opens the opportunity 
for us to quickly address any issues and to also identify any 
training opportunities.  I would recommend Ann Michaels and 
Associates for this service.  As with all services they offer, the
information is timely and very detailed.  The information 
provided is very helpful for improving our service results. "

Our Services

Spot Check Mystery Shopping

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The newest form of mystery shopping available! Do you only need a basic evaluation or want to focus on one aspect of your business? Have a tight budget? Spot checks are a great, affordable way to do this! Learn more about this new service and order online.

On Site Mystery Shopping

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Evaluate employee interactions and overall employee performance through mystery shopping. With over 16 years of experience in the industry, we can develop, implement and execute a program that not only enhances your levels of customer service but also adds bottom line profit to your business. Our state of the art technology allows us to provide you with digital verification and pictures uploaded to the report for more detailed information.

Website Evaluations

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Website evaluations will allow you to tap into customer service issues, including email inquiries or online chat sessions, or can delve into the entire process, from placing and receiving an order to making a conflict resolution call once the item is received. Finally, gain deeper insight into how customers use your website, the ease of finding items of interest, and the functionality of your search feature through a mystery shop.

Social Media Evaluations

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Social media has turned into another customer service channel for consumers, as they believe that this type of communication results in real time assistance. Evaluating social media interactions is vital in the technologically charged world of business. There are many options available - click to learn more about integrating social media into your mystery shopping program.

CI-Competitive Intelligence

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Check out your competition through the eyes of the customer. Whether you're simply interested in learning how you stack up to the competition, or you want to collect information on their operational standards, service procedures, or pricing information, this service will give you the information you need. The reports tell you exactly what is being promoted, priced and marketed, as well as evaluate the levels of customer service provided by your competition. Our state of the art technology allows you to see what your competitors are doing via digital verification. Click here to read our article on mystery shopping as a form of competitive intelligence, as featured on Ezine Articles, which offers examples of how clients have used mystery shopping to evaluate their competition.

Plant-A-Shopper

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This service will allow you to evaluate how existing customers are treated when they visit your company. These shoppers are "planted" into your business through fictitious accounts, membership, or class/program registration. As active participants, you can see your business through the eyes of your customer on a regular, consistent basis to ensure the high levels of customer service standards are continually met. This is an exceptional program for banks, park districts, fitness centers, day care centers, and preschools, as well as other businesses that rely on customer memberships or accounts.

Telephone Evaluations

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You don't get a second chance to make a first impression.....for many companies, that first impression happens when a customer calls you. This service evaluates employee interactions and how they handle incoming customer calls. This is an economical method of determining the service levels and customer interaction of your call center or customer service group. We also have the capability to record telephone evaluations. With one click, you can hear the entire conversation to ensure your standards are being met.

Interview the Shopper

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This service combines the specific, objective observation taken from mystery shopping and the subjective information gleaned from focus groups for maximum benefit!

Our "Interview the Shopper" gives companies great insight into their business. Trained mystery shoppers are used to conduct a series of shops at your place of business and that of your competitor (if you choose to do so). Not only will you see the individual shop reports as they are completed, but you will have the unique opportunity to meet in person with the group of shoppers for a focus group style interaction.
Traditional focus groups utilize your typical "untrained" customer to give you insight into how they perceive your business; with our new approach, you can glean specific feedback based around your training procedures and operational standards - what "typical" customer can give you that information?

Designing a program is simple - first, define your goal. What is it you want to learn more about? Strictly customer service issues? Merchandising or new product lines? How about learning more about a new customer demographic you'd like to see as your customer base? Choose your goal and let us design a program to get the information you need.

The interview the shopper program is affordable and can be executed quickly and easily. Contact us via email to learn more and schedule a time to discuss your specific needs.

Mobile Research

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You don't get a second chance to make a first impression.....for many companies, that first impression happens when a customer calls you. This service evaluates employee interactions and how they handle incoming customer calls. This is an economical method of determining the service levels and customer interaction of your call center or customer service group. We also have the capability to record telephone evaluations. With one click, you can hear the entire conversation to ensure your standards are being met.

Compliance Shops

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Liquor and tobacco compliance is a significant concern among retailers and restaurants alike. Starting a proactive mystery shopping program in which tobacco or liquor products are purchased and tracking identification requests can be beneficial for your company. The mystery shoppers will fall into the appropriate demographics to accurately measure compliance levels.