Situation:
In today’s competitive environment, a positive customer experience can differentiate one retailer, restaurant, bank or college from another. Further, statistics suggest that dissatisfied customers typically tell 9 to10 people of their bad experience, and these 9-10 people, in turn, relay the experience to an additional group of up to 20 people. With costs being five times greater to gain a new customer versus retaining an existing customer, organizations are looking for ways to evaluate the customer experience in order to enhance positive performance and identify areas for improvement.
Solution:
Through Service Intelligence, our wholly owned subsidiary, Global Compliance™ Mystery Shopping services (also commonly called performance audits, on-site evaluations or secret shops) to obtain objective assessments of the customer experience. We employ thousands of professional shoppers that are highly trained to perform telephone, Internet or on-site physical assessments in order to evaluate salesmanship, customer service, merchandising, marketing, transactional accuracy and efficiency, along with compliance with regulations and organizational processes and procedures.
Service Intelligence partners with our clients to develop a customized evaluation program that provides actionable information to facilitate business goals. Our advanced web-based report delivery ensures confidentiality and 24-hour, real-time accessibility for efficiency throughout the project. Our services can be utilized to evaluate customer perception of:
- Customer Service – employee attitude, professionalism, knowledge and responsiveness
- Sales Skills – to assess the sales staff’s ability to close and overcome objections and utilize suggestive selling skills
- Transaction Efficiency and Accuracy – speed, honesty, integrity and accuracy of the purchase or return process
- Merchandising – display and product set, brand representation, pricing and product promotions
- Facility Condition – facility attractiveness, cleanliness and upkeep
- Compliance – awareness and practice of organization policies and procedures specific to brand representation, customer service, merchandising, pricing, safety, loss prevention, etc.
In addition to providing mystery shopping within facilities owned or managed by the client, Service Intelligence also provides mystery shopping to evaluate a client’s competitors and will gather, aggregate, analyze and deliver findings to enable competitive differentiation.
Service Intelligence provides Mystery Shopping and on-site evaluation services to the following industries:
- Retail (Big Box, Specialty, Department Store, Convenience Stores and Petro-convenience stores
- Higher Education
- Financial Institutions
- Restaurants and Quick-Serve Restaurants
- Hotels and Resorts
- Car Dealerships and Automotive Shops
- Franchises and Distributors
- Property Management Companies
- Call Centers and Customer Service Departments
- Human Resource Departments
Outcome:
Service Intelligence’s Mystery Shopping offerings enable providers of all types to gain objective assessments from their own customer’s perspective. Findings enable them to enhance positive attributes and performance and correct deficits, with the ultimate goal being increased brand loyalty, increased customer visits and increase in the average customer purchase. All of these increases translate to an increase in overall revenues. Additionally, we can help employers recognize and reward top performers in order to ensure retention of top performers. Tenured, highly skilled employees dramatically impact customer satisfaction and loyalty.
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