Transform your customer experience using real-time data and effective coaching.

Our mystery shopper service guarantees a comprehensive behind-the-scenes analysis of how your customer service standards are performing, as well as valuable feedback and coaching to ensure ongoing improvement.

Our process commences with a collaborative meeting where we engage with you and your team to deeply grasp the core objectives of your business or organisation, particularly in the context of customer service standards. These standards form the cornerstone for our mystery shopper visits. By aligning our approach with your specific goals, we ensure a tailored evaluation that directly reflects your unique vision to surprise and delight customers daily.

YOUR SERVICE STANDARDS MATTER

3+1 ONSITE VISITS

We ensure that the initial three visits are thoughtfully scheduled across different days and times, and tailored to align with the unique characteristics of your customer base. Throughout these visits, we evaluate outcomes associated with your customer experience, guided by the standards and objectives set by your business or organisation.

(Following our reporting and coaching sessions, a final visit is conducted to assess the successful implementation of recommended changes, ensuring a seamless transition toward enhancing your overall customer satisfaction.)

MEASURING THE EXPERIENCE

We deliver detailed reports outlining the insights derived from the mystery shopper sessions, presenting the information to you through either a comprehensive board report or an engaging presentation. Following this, we collaborate closely with your onboarding/HR departments and leadership team, guiding you through the process of refining your customer service standards and crafting or reimagining the customer experience.

Our hands-on approach ensures that your business benefits from actionable recommendations, enabling you to enhance customer satisfaction and elevate your overall service quality effectively.

COACHING YOUR STANDARDS

We invest dedicated time with your leadership team, providing personalised coaching on how to effectively coach your service standards to their teams. This approach guarantees that any adjustments made based on our findings permeate through every level of your business, fostering a consistent, high-level customer experience.

*If required, we then conduct the final mystery shopper session, to measure implementation of the changes highlighted throughout this process.

FAQs

  • You can expect the process to take approximately four weeks, from our initial meeting with your leadership team, to presenting the final report and conducting the last mystery shopping session.

  • Mystery shopping provides business owners with valuable insights into their operations, enabling them to make proactive changes that lead to better customer satisfaction and increased loyalty.

    It’s likely that this service could benefit your business — get in touch with us and we can chat about a solution for you.