Secret Shopping & Mystery Shopping
Secret Shopping and Mystery Shopping are activities where
A&A field reps contact a specific target market anonymously. Evaluators
collect detailed information on their shopping experience or reward staff on the
spot for their valuable input. The information is then verified and analyzed in
our office and reported to our clients in a timely manner. Please see the
article that Profit Magazine did on our services.
Companies use the information as a vital tool to continually
improve the level of service being offered, which results in more return
customers, more positive word of mouth, and eventually an increase in sales and
profits. Based on the goals and desires of our clients, we evaluate:
· Customer service
· Sales techniques
· Product knowledge
· Product quality
· Adherence to policies and procedures
· Employee integrity
· Cleanliness and sanitation
· Typical types of mystery shops include:
In-Person Shops: We will visit each of your locations on
whatever frequency you choose and emulate a normal customer interaction.
Depending on your needs, we may either use professional mystery shoppers or your
actual customers to perform the shops.
Telephone Shops: We will call into your locations or call
centers and evaluate service levels from the customer's perspective and provide
you with comparative rankings. We would emulate the scenarios and types of calls
that you normally receive on a daily basis.
Competitor Shops: We will shop your competition and
provide you with a side-by-side comparison on how you measure up in your city,
region or industry.
Internal Shop: The focus normally seems to be on outside
locations to provide better service to the outside customers, but what about the
internal customers? We can script and emulate your location employees and call
into their support centers to evaluate how your employees are treating each
other. If you are serious about changing the culture of the entire organization
towards providing outstanding customer service, this is a must.
Telephoned and Mailed Customer Service Satisfaction Surveys:
A&A would request your customer's perspective on your service levels,
products or services by telephoning and/or mailing them a brief survey
requesting their feedback on issues that are key to you. These surveys can
also be done by using our online survey system via the internet.
