“Mystery Customer Evaluations’ approach provides us with an inside look in to the customer experience and a way to gauge customer satisfaction. This process is extremely important when trying to find ways to improve satisfaction levels and to innovate and grow our company’s customer base.
We use the reports that mystery shoppers submit to obtain important information about our business to give us more of an idea as to where and how to improve. It also provides us with insight into how our employees are interacting with customers. This helps to ensure that all our employees are conducting themselves in the right way and giving the customer the best experience possible.
Senior Managers, Station Managers and Group Station Managers are sent the reports for their specific stations the day after the mystery shop has taken place via e-mail, this allows for immediate praise and/or the ability to correct any errors or gaps in knowledge, and is collated in an easy to use portal where performance can be tracked and analysed.
I’d highly recommend their services to anyone looking at developing a mystery shopping programme for their business.“
Head of Customer Experience