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The best way to understand your customer’s experience is to have one.
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Mystery Shopping
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The Tell Us About Us Mystery Shop Program provides the foundation for a customer-centric culture by monitoring specific operational standards from the customer’s point of view. This systematic approach provides an objective snapshot of the experience at the front-line, allowing you to:
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- Monitor employee compliance with procedures
- Improve customer service
- Increase sales from up selling
- Reward valuable employees
- Identify training needs
- Measure training efforts
Our reporting and analysis answers the following questions:
Category Summary
- How am I doing in each category over the last 6 months?
- Am I getting better or worse over time?
- What areas do I need to improve?
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Summary Report
- What is the overall grading breakdown?
- What is the trend over time?
- What are the top 3 red flags to be addressed?
- How do the types of locations compare?
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Group Comparison
- How do I compare with others in my region?
- What's the top score?
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Detailed Results
- How often do we succeed or fail on each question?
- What is the trend for each question over the last three months?
- How am I performing over time?
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How it Works
Mystery Shoppers appear as ordinary customers to employees, but are actually specially trained observers with instructions to watch for precise operational details. After a rigorous certification process customized for your specific needs, shoppers are then dispatched to "shop" specific locations and record their findings.
Our online reporting platform compiles all mystery shop data into a reporting interface designed to allow quick movement from the big-picture down to the exact greeting provided by an employee yesterday afternoon. Reports include: question by question shop details, drillable location performance summaries, trend analyses and location - group comparisons.
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