On-site mystery shopping is an ideal way to evaluate employee-customer interactions and monitor overall employee performance.  With highly trained mystery shoppers, our on-site mystery shops will provide your organization with valuable feedback regarding you overall level of customer service.

Key Benefits

• Secret Shoppers Who Match Your Average Customer Profile Visit Your Locations
• Customized, Comprehensive Reports for up to 4 Organizational Levels
• Individual Evaluation for Each Employee Shopped
• English and Spanish Speaking Shoppers

How On-Site Mystery Shopping Works:

Design

Our account executives work closely with you to develop a custom on-site mystery shopping program aimed at revealing which areas of customer service your organization has room for improvement in.

Implement

Trained mystery shoppers, matched to your average customer profile, will visit your locations. The secret shopper, based on pre-determined, customized criteria, will rate your location on a variety of factors including:

• Store Appearance
• Merchandising
• Sales Support
• Service
• Staff Effectiveness

Lasting anywhere from twenty minutes to a day, the time taken on an on-site mystery shop may vary depending on the type of business, what criteria needs to be evaluated, and the urgency of your staff to make a sale.

Our schedulers will choose dependable, skilled, certified shoppers who meet your customer demographic. Finally, our trained editors will review each shop twice for quality, consistency, and detail.

Review

Your custom reports are generated and made available to you online shortly after the mystery shops have been completed and evaluated. You will be able to review the reports at our web site by using your unique user name and password.

Reports may include:

• Summary by
  • Company
  • Regions
  • Districts
• Trend by
• Company
• Regions
• Districts
• Locations (store, branch, etc.)
• Employees
• Rankings by
• Regions
• Districts
• Locations (store, branch, etc.)
• Evaluation for each employee shopped

We encourage our clients to use these reports as a positive training tool. Use the company-, region-, and district-wide summaries and trends to pinpoint overall training needs. Use the individual evaluations to see what is being done well and what may need to be improved at each location - according to a shopper's view.

Shoppers' View on-site mystery shops as part of an integrated mystery shopping program will set you on the path toward increasing sales and retaining customers through excellent customer service.

Take the first step in building your own productive and effective mystery shopping program by contacting one of our staff members or by filling out the prospective client application.