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Our aim is simple. To present you with
a clear view of a shopper's experience of your business.
So many factors affect customer service
today: Training, relationships within the management chain,
perception of customer value, career advancement opportunities.
These issues are complex, but what we will show you is how
these and other issues manifest themselves when your staff
interact with customers.
We operate 2 systems of evaluation and
feedback:
1. Questionnaire
format.
To create a successful questionnaire we will need to meet
with you to discuss your requirements.
Once we have determined your needs we will produce a format
of evaluation to ensure you receive actionable feedback.
Mystery shopper programs are best suited to evaluate performance
against standards. If your priority is to determine what your
customers think of your business it may,for example, be more
fruitful for us to carry out an exit survey.
2. Video
Our fastest growing format is our VIDEO FEEDBACK SYSTEM -
we will need to adapt our approach to your needs but the simplicity
of the system is its strength. We will provide you with a
computer CD*/DVD or VHS video clearly showing you exactly
what happened when we visited the site.
When you are tackling issues that may
have arisen from a questionnaire format evaluation it can
happen that things become clouded; staff member's perspectives
and recall of situations can differ. This can make coaching
difficult. This does not occur with video, What you see is
what actually happened.
Video will always capture more information
than other formats giving you the opportunity to focus in
on any area of interest and allowing you to review the scenes
as many times as you like!
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