Customer Experience Evaluation
The Mystery Shop
Our team will go undercover in your venue, to seamlessly integrate into your customer base, and observe your staff’s customer interactions, compliance, and adherence to internal procedures. Mystery Shopping allows us to provide you with unbiased insights into your current customer experience and help you unlock the true potential of your customer service. We will complete a review of the customer experience in all areas of your business with focus on the following. Why is this important?
Staff Performance
Promote accountability and improvement within your team
Customer Satisfaction
Discover what your customers are really experiencing in your venue
Venue Insights
Receive comprehensive reports from a customer’s perspective with practical recommendations to enhance service quality
Competitive Edge
Stay ahead of your competitors through strategies targeted at your points of difference
Want to know how you compare to the competition? We will identify two of your main competitors based on proximity to your venue, similarity in offerings or rankings comparisons. We then complete the same Mystery Shop for these competitors and review. After all mystery shops are completed, we will provide you with a report for your venue and your competitors venues customer experience. This will highlight any gaps in your service standards or offerings when compared with your competitors.