This is what we do best
How do your customers experience your brand? What really happens when your customers call, click or visit you? Does their experience meet your standards as a business? Does it meet theirs? Are you getting a return on the investment you’re making in people, training, communications, incentives, and time? Is your team creating great experiences that result in loyal, repeat customers?
Find out exactly what it’s like on the front lines. Our reports will tell you exactly how your customers experience your brand. Exactly why are some associates more effective than others? Specifically why would your customers choose you, or a competitor? We bring you concrete, detailed answers to the questions you have about your business.
Take action and affect change in your business. Confirm With Us mystery shopping programs bring you detailed information about a customer’s experience as if you were actually there at the time. But we don’t stop there. We go beyond mere data collection to helping you understand what it means, and how to use it to improve. We help you create a real, effective action plan to go from good to great.
See your business from every angle. Mystery shopping is fact-based and truthful. Voice of the Customer programs let you hear what actual customers think and feel about your company and brand. Video shop and recorded telephone evaluations let you see & hear the actual customer experience. We’ll help you figure out which one, or combination, is the best approach for your company.
Brick and Mortar is still many companies’ bread and butter. We have hundreds of mystery shoppers to send to any kind of consumer-facing business you can think of, follow a scripted, typical-customer visit, then report back to us on their experience.
Your website is your storefront. It’s often your first impression. We’ll help you find out if it’s doing its job. Our specially-trained in-house team of Internet Experience Experts will click, scroll, explore, and order from your website, carefully evaluating every step along the way.
ON THE PHONE
Do you think strategically about your phones? Phone calls are still a big part of your customer’s experience with your brand. We help you ensure your contact centers, locations, and automated phone services are meeting your customer’s needs.
How can we serve you?
We offer many services that can help you monitor your brand and business. We focus on your unique needs.
Mystery Shopping Programs
Mystery Shopping is an effective and unique market research tool using professional evaluators (shoppers) to perform customer scenarios and report on every aspect of their experience.
Check out how you compare to the competition. We can create programs that show you the data side by side of what other companies offer. Get the information you need to keep the edge.
Internet and Phone Inquiries
We provide internet inquiries to verify your online presence, as well as call monitoring services with audio recordings for training purposes.
We confirm to see if your associates check for ID, food items are at temperature, or signs are displayed properly. If you worry about inspections, have us check for you.
Customer Satisfaction Surveys
Customer Satisfaction Suverys provide valuable insight into what your customers think and feel about their experiences with your company.
Merchandise and Product Checks
We send out our evaluators to make sure your product is promoted and displayed the way it should be. We can take photos to ensure you are happy with how your product is presented.
Are you considering a location for a new store? Do you need information about the area and the customers in that area? We can help survey and report demographics in any location that can help you make a decision about the future of your brand.
Social Media and app quality
Are your products “instagram worthy”? Your brand goes beyond the doors of your store. We can confirm that your online presence is offering a positive experience. Through the use of social media and apps, we help you monitor your digital mediums.
How does it work?
Listen and plan
First, we’ll get to know your business and work with you on a custom mystery shopping plan. We learn all about you and the direction you want to go in. We give you the tools you need to reach your objectives.
We work with our panel of certified shoppers to make sure they perform the specific tasks you are interested in, like purchasing & returning items, taking a test-drive, opening a checking account, or simply asking questions of your associates – all by your specific deadlines.
After visiting your store, calling your customer service line, or using your website, shoppers complete the report we created specifically for your project. Answers are usually a combination of multiple choice or scored points, along with highly detailed, story-like comments that allow you to fully understand the experience. Robust quality assurance processes assure that every report is of the highest integrity and quality so you can have confidence in what’s reported.
We compile and analyse all of the data from within the completed evaluations to understand what it means more globally for you. We then develop and present you with an honest, in-depth look at your business through the eyes of your customers, along with recommendations on what to do to recognize exceptional performance, or improve where needed.
We guide you on how to take what you’ve learned from the real experiences we’ve reported on, and integrate it within your overall customer experience and operational strategies. Your new knowledge of problem areas will help you create noticeable changes that make your customers even happier.
We don’t stop there. We know that taking your business from good to great means creating a culture of constant improvement. We will work with you to create a schedule of ongoing evaluations, and possibly other customer experience research services, that will help fine-tune your brand experience and take your business to the next level.
Here are a few industries we serve:
Contact us for a quote
A few short responses will help us decide if we are right for you.