How is your company ensuring an outstanding experience for your customers? Take a quick customer experience assessment to find out!
Each of our services is designed around exceeding the goals and objectives of our clients. Our data analysis and reporting system will provide you with deeper insight into your company's performance and service levels. We work with companies of all sizes across many industries - let our expertise work for you!
Contact us via email or directly at 630-922-7804 extension 104 to discuss the best program to meet your specific needs.
NEW SERVICE - MYSTERY RESEARCH
Mystery Research is the newest advancement in the industry! Mystery Researchers are trained to be your "fly on the wall," spending one to three hours in your place of business to observe and record customer and employee behaviors and patterns. The detailed report you receive gives you valuable insight into customer behaviors, allowing you to make crucial business decisions. Mystery Research will assist with:
* Evaluation of locations with sluggish sales
* Competitive Intelligence
* Breaking into a new market, and more
Click here for detailed information on this newest service
*New - View our commercial to learn more about our services and reporting capabilities that are available with all mystery shopping and customer feedback/satisfaction programs. Read our mystery shopping case studies to see how this program has been used successfully by other companies
On Site Mystery Shopping
Evaluate employee interactions and overall employee performance through mystery shopping. With over a decade 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
As more and more consumers are making purchases online, you need to be certain that your e-commerce site is fully functional, providing the best customer experience possible. 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, recorded online sessions will give you deeper insight into how customers use your website, the ease of finding items of interest, and the functionality of your search feature. With all of the online competition out there, using website mystery shopping will give you an advantage over your competition.
Tele-Surveys (Telephone evaluations)
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 now 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
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.
Plant-A-Shopper Program
Maintain high customer retention rates with our Plant-A-Shopper Program. 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.
CI – Competitive Intelligence
Much of the business-to-business Competitive Intelligence (CI) is performed by obtaining publicly available information and then making speculative assumptions. We have a different approach, which is an accurate and reliable source for specific Competitive Intelligence (may not be executable in all cases). If you have ever wanted to know exactly what it is your competitors are telling their customers, what their message is and how they deliver it, call us. We don’t speculate and give you an “odds are” type of report. Instead, we 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.
Typical mystery shops evaluate customer service related issues, along with cleanliness and appearance of your business locations. Covert audits take this evaluation a step further - shoppers are trained on your operational procedures and covertly evaluate your business based on these standards. This is an effective method of documenting your internal procedures in an objective manner, and can save time for your district and regional managers, and is more cost effective as well. Covert audits give you a clearer picture of these operational standards, as it is well known that staff act much differently when upper management is present. To learn more about how this service can be used for your company, you can contact us via email or call 866-703-8238.