The world of retail and sales is more competitive than ever before, as is delivering a fantastic customer experience, and your front-line employees are key to both. They are the differenciator between your organisation and that of your competitors.
Our mystery shopping services will help your organisation to understand what is working well and erm… what isn’t!
We don’t just leave it there, if we spot any trends (good or bad), we will highlight them to you and suggest learning solutions to help you to embed the right behaviours and to increase skills and knowledge.
How we do this:
Our experienced team of professional, discreet mystery shoppers utilise different methodologies to measure your customer experience based on your needs and of course your budget. Here are a few of the most popular methods;
Covert Video-Based: Our highly trained video mystery shoppers visit your physical locations equipped with hidden video recording devices, capturing the interactions and evaluating the customer experience. These video recordings provide additional insights and visual evidence to support our assessments.
Report Based: We visit your physical locations and provide detailed reports based on our observations, assessing various aspects of the customer experience without video recording.
Telephone: We make phone calls 7-days a week including evenings to assess your customers service representatives, evaluating their knowledge, responsiveness and communication skills.
Web Chat: We engage in web chat conversations with your online representatives, assessing their ability to provide effective assistance and support.