Mystery Shopping
Optimize Your Operations: Know Your Business
Our best-in-class Mystery Shopping programs evaluate your operational performance against your internally defined standards. Our shopper network anonymously visits or calls your locations and answers custom questionnaires to deliver a comprehensive, unbiased view of your operations. From branding and operational compliance to customer service, appearance, and wait time, we give you objective insight into your customer experience so you can optimize your operations, improve customer satisfaction, and maximize sales.
- Shopper database of approximately 300,000 individuals
- More than 70 years of combined company experience in the mystery shopping industry
- Highest quality standards for shopper recruiting, data collection, and reporting
- Applications including purchase/return scenarios, telephone mystery shopping, and call center monitoring
Measure
- On-site branding and operational compliance
- Staff appearance, friendliness, and engagement
- Sales force effectiveness
- Wait and service time
- Overall quality of product or service
- Cleanliness and general appearance of location—both interior and exterior
- Product/service selection and availability
- Cleanliness, functionality, and stock condition of restrooms
- Up-selling of additional products and services
- Customer thank you and invitation to return
- Overall on-site customer experience
So You Can
- Improve operational performance to maximize the customer experience, sales, and profitability
- Correlate sales results to specific measurements of the customer experience
- Know which levers to pull to optimize the customer experience
- Identify areas where new procedures and/or additional training can improve your bottom line
- Reinforce desired behaviors by rewarding store managers and personnel who deliver an outstanding guest experience