Hotel, emergency care clinic, hospital, restaurant, senior living community, you name it. We have a pool of over 100,000 mystery shoppers and auditors to send to any kind of business you can think of. We follow a scripted customer/patient visit, then report back on the experience.
Do you think strategically about your phones or call centers? How phone calls are handled are a vital part of your brand’s customer experience. We can help to ensure that your contact centers, locations, and automated phone services are meeting your customers’ needs.
Our professional shoppers provide detailed documentation of their experiences based on your required performance standards – an unbiased, objective means of gathering information from the customer’s perspective. Mystery shopping is collecting factual information on what happened or didn’t happen, was said or not said, was present or missing – during their visit.
INSPECTIONS & COMPLIANCE AUDITS
Our auditors can give you an objective, in-depth look at the day-to-day workings of your operation, including compliance to healthcare, insurance, and food safety regulations. Our auditors are specifically trained for your project. The custom on-line dashboard presents results in an organized, hierarchical structure, with vibrant reporting and performance trending at your fingertips.
RECORDED PHONE CALLS
With our audio evaluations, you can monitor calls between your associates and your customers. Powerful stuff and valuable for training, promoting best practices, and enhancing performance-based incentive programs. Capturing these interactions gives you unparalleled insight into how customers are experiencing your brand.
What Gets Measured, Gets Improved!
Identify Areas for Observation
First, we will get together and identify where you think there are problems or which aspects are important to the growth of your business.
Create a Plan
We get to know you and your business. We partner with you to create a custom mystery shopping program. This is where we set the expectations.
Our schedulers reach out to our pool of shoppers to make sure they can perform the specific scenarios by a set deadline.
We compile and analyze all of the data from the completed evaluations to understand what it means globally for you. We then develop and present you with an honest, in-depth look at your business through the eyes of your customers, along with recommendations on what to do to recognize exceptional performance, or make improvements where needed.
Create a Strategy
We guide you on how to take what you’ve learned from the real experiences we’ve reported on and integrate it into your overall customer experience and operational strategies. Your new knowledge of potential problem areas will help you make informed decisions to improve customer satisfaction and loyalty.
We don’t stop there. We know that taking your business from good to great means creating a culture of constant improvement. We will work with you to create a schedule of ongoing evaluations, and other customer experience research services, that will help fine-tune your brand experience and take your business to the next level.
A few things we’re great at
As a trusted mystery shopper and independent quality
auditing and inspection firm, we provide healthcare,
food service, and
many other organizations with evidence-based, objective, real-time data that helps measure service and operations performance, compliance to standards, sales
acumen, return on investment, and risk.