About Mystery Shopping
How Mystery Shopping Works - Improving Customer
Service Management
It's
no mystery why businesses use mystery shopping to help them better serve
their customers. It works! And improved customer
service management improves your bottom line.
Improving Customer Service
When a company decides to take a closer look at customer service or monitor the success of their training efforts, they contact Customer Perspectives™ to plan a mystery shopping program.
Custom-Designed Programs
Customer Perspectives™ helps business managers customize a strategy for customer service management. Every company has different needs, so every strategy developed by Customer Perspectives™ is unique.
Implementing the Program
Customer Perspectives™ uses its vast database of mystery shoppers throughout the country to find the ones best suited to your particular mystery shopping program. We choose qualified shoppers near your locations, giving priority to those who are experienced, highly rated and MSPA certified.
Shopper Preparation
Shoppers prepare in advance for their mystery shopping assignments by reviewing detailed guidelines about each client's needs. The custom-designed mystery shopping forms address those issues that are particularly important to the client in a format that is easy for both the shopper and client to understand.
The 'Shop'
Armed with information about the business, the mystery shopper visits the client's locations. Simulating a normal customer experience, the mystery shopper pays careful attention to every detail of the visit, from the cleanliness of the store to the friendliness of the employees, their sales ability and their product knowledge.
The Mystery Shopping Report
After the visit, the mystery shopper completes the mystery shopping form, usually online. This form, which contains space for detailed comments, gives the company's management team a "bird's eye view" of how customers are being served.
Quality Assurance Guarantee
Before mystery shopping reports are transmitted to the client, each one is carefully reviewed by our Quality Assurance Team to ensure that the shopper has addressed all of the issues important to the client.
Utilizing Report Information
The original mystery shop reports are transmitted to the client, along with quantitative analysis, if desired. This transmission is done electronically.
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.
Clients use the information in a variety of ways, including measuring training, identifying deficiencies and rewarding exemplary employees. Both the mystery shopping reports and the data roll-ups become a key piece of the company's customer service management strategies.
CHECK OUT OUR CLIENT NEWSLETTER!
Filled with great tips and advice on successful mystery
shopping programs, training and upcoming seminar and conferences. CLICK
HERE
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...
"At a time when other companies in our industry have down-sized or gone out of business, Chesapeake Knife & Tool is growing. I can measure the effect that our sales training programs and your mystery shops have contributed to our position within the market..."
Chesapeake
Knife & Tool
Fact:
Providing high-quality service can save your business
money. The same skills that lead to increased customer satisfaction also
lead to increased employee productivity.
"...the staff of Customer Perspectives™ has been professional and results oriented. They are a dedicated group of individuals who strive to offer the highest levels of service possible..."
IKEA
READ
SUCCESS STORIES HERE
... about how our mystery shopping programs have helped improve customer
service!
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213 West River Road
Hooksett, New Hampshire 03106-2628