DISCOVER WHAT YOUR CUSTOMERS ARE EXPERIENCING
Reveal the truth
“Truth is like the sun. You can shut it out for a time, but it ain’t goin’ away” ~ Elvis Presley
In our experience, the truth is hidden either intentionally or unintentionally. We won’t dance around the truth or tell you what we think you want to hear.
A properly run Mystery Shopping program will cut through all the noise and filtered reporting. We’ll provide a direct and deep account of your customer experiences.
We’ll help you confirm what you already knew about your business, disprove what you thought, or discover something you didn’t know.
Unfortunately, a lot of customer service feedback is ad-hoc, immeasurable, and negative. Emotional reactions of staff and customers make the situation even more dark and confusing. We’ll give you regular feedback as numbers that can be measured and still maintain a balance with consumer insights.
Sometimes you can’t be sure if you are dealing with a one-off issue, or a systemic problem. Our programs enable clients to pinpoint exact problems and take direct corrective action.
But, feedback isn’t just about the negative. We’ll help you clearly recognise your Rockstars to encourage and reward their awesomeness.
“The best vision is insight” ~ Malcolm Forbes
Getting accurate numbers is one thing; to see what they mean is another.
In addition to finding facts and truths, we help you get behind the numbers to understand what they mean. We’re in a unique position to do so because of what we’ve learnt from running tailored programs over the last 10 years. We know what works, and what doesn’t. The insights are there, and we know where to look.
Our discovery process is tested and proven through experience, and is shared only with our clients.
With an insightful program you will see the relationship between Mystery Shopping results and sales, complaints, or even benchmark against other best practice companies.