Frequently Asked Questions (FAQs)
Do
you offer electronic reporting?
WE DO! This means you can access both customer service evaluations and a variety of consumer feedback data from our secure, password-protected website - anytime, day or night. This also means your shopping information will reach you...
FASTER - instantaneous transmission
NEATER - all comments are typed
WITHOUT SCORING ERRORS - scoring is automatic
SECURELY - only those with passwords have access
The technology used is state-of-the-art with continuous new features and enhancements.
CLICK HERE for an online demonstration of many
of the electronic reporting features we have to offer.
PLEASE NOTE: This demo requires a high bandwidth connection for optimum
viewing. If this takes more than a few seconds to load on your system, please
contact us to receive a free demo disk.
How frequently do I need consumer feedback?
You may choose to have customer service evaluations as frequently as you wish. Typically, retail locations are shopped once or twice a month. However, we have some clients for whom we shop twice per week and others who prefer to receive their consumer feedback semi-annually.
Should I tell my employees they are being shopped?
If you are conducting a baseline study, you may choose not to announce your first customer service evaluations. However, we generally recommend that you are "up front" with your employees that you have hired an outside company to give you consumer feedback.
The fact that you have hired Customer Perspectives™ is an important indication to your employees that you have a serious commitment to customer service and consumer feedback. Your employees will be encouraged to "stay on their toes" because they never know when we may be visiting. We also encourage employee involvement in the development of our customer service evaluation form to encourage "buy-in" to your mystery shopping program. If your employees are aware of the program, they will be more receptive to the suggestions for improvement they may receive from our consumer feedback.
Can we use the mystery shopping program as part of our recognition or incentive program?
YES! We believe it is just as important to catch people doing something right as it is to find customer service problems at your business. We help many of our clients identify "superstars" so they can be rewarded. We will custom-design your customer service evaluations to support your training and incentive programs.
Who are your mystery shoppers?
We have a nationwide database of over 30,000 customer service evaluators, usually called "mystery shoppers" or "secret shoppers". Many of them provide consumer feedback to multiple companies and have significant experience in customer service evaluations. Each shopper is provided with client specifications that explain your unique requirements for consumer feedback.
What preparation do your shoppers receive?
All our mystery shoppers receive orientation materials that emphasize the importance of reliability, objectivity, thoroughness and quality writing in providing consumer feedback. These materials also include helpful hints. Each shopper also receives comprehensive client specifications that explain the unique needs and requirements of each individual client. When their customer service evaluations are reviewed, shoppers are rated for their quality. And we weed out shoppers who fail to meet our high standards. Each shopper also signs a nondisclosure and confidentially agreement to protect our clients privacy.
How do you guarantee your product?
Our Quality Assurance Team reviews each customer service evaluation for completeness, content and consistency. If, for any reason, you are not completely satisfied with our consumer feedback, we will offer to re-shop the location at our expense or credit your account, whichever you prefer.
What about pricing?
Pricing is predicated on how long and complex the shopping experience is. It is also a function of volume and frequency. In addition, time or day restrictions, though sometimes necessary, add challenges to scheduling and therefore are more costly. Please contact us via phone or e-mail for pricing options.
Does your firm also do training?
No - we consider it a conflict of interest to assess your need for training and then conduct that training.
However, we can recommend several trainers. In fact, one of them owned a very successful mystery shopping business.
Click the link below to learn more about his loyalty training seminars and videos.
www.bradworthley.org
Call Toll Free 800-CPSHOPS, to find out how Customer Perspectives' mystery shopping programs can improve your bottom line!
Call Toll Free
800-CPSHOPS
to find out how Customer Perspectives' mystery
shopping programs can improve your bottom line!
What our clients are saying...
"They are a dedicated group of individuals who strive to offer the highest levels of service possible..."
IKEA
Check out our client newsletter!
Filled with great tips and advice on successful mystery shopping programs,
training and upcoming seminar and conferences.
CLICK
HERE
"...a note of recognition for the exemplary service you are providing for us. Thanks to your program, we have been able to 'Raise the Bar' relative to customer service..."
The Clarks Companies
Fact:
It costs five times more to attract a new customer
than to keep an existing one.
"We have been working with Customer Perspectives™ for several years, and are very pleased with our relationship and your service..."
Learning Express
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213 West River Road
Hooksett, New Hampshire 03106-2628