It is actually all about you, we offer an individual service to suit your specific business needs. One size doesn’t fit all but our made-to-measure solutions will give you the competitive edge in your hospitality, tourism, retail, or business-to-business services.
The customer does know best so if you get inside their head (actually, that’s where we come in) you can find out exactly what’s going on, and we can help you improve the experience with a bespoke customer service solution and then everyone’s happy!
You need a fly and we need a wall! Let’s do this!
We have a chat and you can tell me all about it.
Yip, it's really that simple.
An undercover visit/telephone/email is made to your business by one of our experienced shoppers, posing as a real customer. Using an agreed scenario, they will score and record their experience on our tailor made questionnaire.
Using the results of your mystery audits we can design a tailored training course to address your specific needs. Our associate partners can deliver training courses in Customer Service, Selling Skills, Telephone Customer Care, Marketing, Digital and Social Media and Merchandising.
Impartial and objective adjudication for Business Awards programmes. Judging methods include mystery shopping, online submissions, face to face interview panels, onsite visits and public vote.
We can also engage directly with your customers by facilitating a focus groups or carrying out surveys to ascertain their views and opinions. Surveys can be conducted by telephone, on-line or face to face.
A review of your website and social media channels from a customer’s point of view. The audit will give you an insight into how your customer sees your business, brand and message.
We will work with your team to map out your entire customer experience across all touchpoints from initial contact to purchase to after sales. The process gives you an insight into how your customers move through your business and identifies opportunities for you to enhance the experience.
Bespoke audit forms created to match your exact operating standards.
Tangible, detailed reports outlining the customer’s experience.
Objective, well trained shoppers will benchmark your service.
Highlights any gaps in service but also shines a light on good service. Pat on the back anyone?
Detailed shopper specifications based on your needs.
Improved service plus increased sales and customer retention. Isn’t that what’s it all about?
Comprehensive numerical analysis and league tables – you can’t beat a bit of competition!
Ongoing opportunity to highlight to staff your expected standards of service.
Let us visit your competitors undercover - they might recognise you but they don’t know us!
Understand and benchmark yourself against your competition.