- What is mystery shopping?
- How would I use surveys and what types do you offer?
- What do your background checks cover?
- Who should be using your services?
- How do your services benefit . . .
Starting a program
- How long does it take to start a new Mystery Shopping program?
- Can we use our existing mystery shopper evaluation forms?
- I have survey program; do I need mystery shopping?
- I have a mystery shopping program; do I need surveys?
- How frequent should the shops be?
- Are your programs and services expensive?
- How do I get my results?
- Can I specify or change the type of reports I receive?
- Is there control over who gets to see the reports?
- How are your mystery shopping requests scheduled?
Sample Work products, demo's etc
- Can I view a representative client site?
- How would you recommend putting the data to work? Can you provide an example?
We are a team of professionals who provide our clients information to help increase sales and drive revenue through a variety of customer focused programs. We’ve been in business since 1980. We are based in San Jose, CA and serve clients throughout the United States and Canada.
Our 30 years of experience in the mystery shopping industry has provided us an opportunity to develop and refine the know-how, tools and techniques for state-of-the-art programs. We don't just provide you data - we offer actionable information that allows you to continuously improve your services and deliver on your brand expectations.
Our team of professionals brings decades of experience across industries that include retail, hospitality, property management, financial services and technology. Our HQ staff is based in San Jose, CA with other team members across the United States and Canada.
Mystery shopping is a program used by companies to measure how well their customer-facing staff are performing. A Mystery Shopping program can focus on the quality, accuracy and consistency of the service being provided. It can also be used to gather specific information about a competitor's products and services. Mystery shoppers posing as normal customers perform specific tasks—such as purchasing a product, asking questions, registering complaints or behaving in a certain way – and then provide detailed reports. Results are typically used to improve manager and employee training programs as well as provide a way to recognize and reward outstanding performance.
A survey of your customers can provide you with valuable feedback that can be used to help you to improve your overall performance. There are a number of ways our clients use our survey capability. Customer satisfaction and customer loyalty. Give your customers a voice - are they happy or do they have issues? Would they recommend you to their friends? Find out what could be better. How about your employees? Surveys are an excellent way to get feedback from your broad employee base. We offer both web-based and telephone-based surveys (interactive voice recognition). We can help you design and set up a survey program.
Do you need background information for your employees or employment candidates? We can provide credit and criminal background checks for all counties . Available for all U.S. states. We can support your ongoing program or your occasional needs.
Our services are targeted to any company that serves its customers - in person, over the phone, or through the web. Whether you are providing basic customer service or it is your competitive advantage, make sure that your customers are getting the experience that you plan for them to get. While we have particular expertise in retail, hospitality, property management and financial services, we also serve clients across many other industries.
How do your services benefit . . .
You want to make sure that your staff is working effectively and you've trained them to do so. But are they? Get the feedback you need to make sure you've got the right staff doing the right job. Are they following acceptable money handling standards? Are they up-selling? Are they trying to close the deal? Are products in a place where a customer can readily find them? Can they find their size? Are you building customer loyalty? Our programs can help provide the data you need to make sure your operations are working the way you planned.
Hiring, firing, training - costly. You want to make sure that the investments that you make in personnel are paying off for the business. Is your training focused in the right areas? Are you failing to hire people who success in the business. Are you getting actionable feedback to allow your managers to coach employees for greater success?
You've rolled out some great new programs across the country - great promotions, new training . . . are your employees following through? Are they selling, up-selling? Did the training work? Are they committed to the success of the program? Are they opening on time and committed to that last customer through your closing hour?
Where are your customer going (or where could they go)? In a competitive market (and aren't they all?) it is critical to know who and what you are competing against. You need to know what promotion, pricing and positioning of competing services and products look like. Just how good are these guys and what do you need to do to stay ahead? Competitive shopping can help you maximize your own performance and improve your customers’ experience.
Starting a program
If you choose to start with one of our industry-tested forms and reports, we can have you up and running in about a week. A custom program takes more design time, but typically can be ready to start within 2-4 weeks.
Yes. We can use your existing mystery shopper evaluation questions and we will offer expertise on how you can improve those forms to make sure you are getting maximum impact from your program.
It's important to have a regular and ongoing program in order to get a full picture of performance. Are you serving customers 24x7, days, nights, weekdays, weekends? Special promotions coming up? With answers to those questions, we can recommend a frequency of shop that makes sense for your business.
Is losing business due to poor customer service expensive? With our 30 years of experience, we have developed cost-effective programs that we believe provide excellent ROI. We are happy to discuss pricing with you - whether it's a few shops a year or thousands a month.
We provide electronic delivery of completed shop reports. Automatic distribution of published shops can be done through email to authorized recipients that you designate or published to a private web-site. Summary reports and graphs are also available on your web-site to give you insight on performance across your operating units at various levels of granularity. In addition, we can work with your internal IT team to integrate results with your existing internal systems.
Yes. We have a standard set of reports that can be used as is or tailored to your needs. We can also work with you to design and implement any reports specific to your needs.
Yes - we limit access to reports and shops based upon the organizational hierarchy and privileges that you designate.
We can set up a schedule that meets your needs. Many of our clients set up a program and schedule that covers a twelve month period, others for a quarter. We can also accommodate on-demand scheduling.
Sample Work products, demo's etc
Yes. Please contact us and we can provide you access to a demonstration site.
Yes. Please contact us and we can discuss and demonstrate a program that will make sense for your business.