In today’s technology-driven corporate culture the phrase solutions built on quality may sound a bit old-fashioned and simplistic. But since the inception of Service Integrity, over 30 years ago, this has been the guiding principle. Our success in the mystery shopping industry is proof of quality based solutions, and adherence to basic fundamental values, works.
Why Use Mystery Shopping?
Mystery shopping is an effective, reliable tool used to gather information
regarding the actual customer service experience at the “moment of truth.” The
objective is to capture and measure customer interactions with your employees.
By securing factual and objective data, the subjectivity variable is eliminated,
enabling a company to track customer service delivery the same way it tracks
financial performance. A company can then focus its resources on areas that need
improvement, and train its employees accordingly, thereby creating strategic,
competitive advantages.
Why is Service Integrity The Best Choice For Mystery Shopping?
With more than 30 years of experience, Service Integrity's knowledge is
unsurpassed, and we endeavour to ensure that our clients benefit from our
expertise. The internal quality systems we employ guarantee quality mystery
shopping data. We are the world’s largest mystery shopping company and our
100,000+ field representatives and international licensees allow us to guarantee
service coverage throughout the United States and worldwide. In addition, our
broad field representative base permits us to rotate shoppers regularly. We have
developed a worldwide reputation for excellence through our serving more than
450 clients, learning the intricacies of their businesses, and providing
exceptional mystery shopping solutions.
How Does Mystery Shopping Work?
Mystery shoppers anonymously call or visit your stores/locations and
interact with service personnel. Observations are made relative to service time,
service attitude, quality and cleanliness. Each question, category, and overall
report are scored based on your operational standards. Service Integrity will custom
design a Questionnaire and scenario based on common transactions, which are
designed to meet objectives set forth in your mystery shopping program. Results
are promptly summarized and delivered to management to facilitate rapid action
(for example, recurrent training). Often, mystery shopping supplements incentive
programs designed to shape employee behaviour.
When And How Often Should Mystery Shopping Be Used?
Many companies use mystery shopping as an ongoing measure of customer
service performance. Mystery shopping frequency is often increased for newly
opened locations, immediately following training initiatives, or in conjunction
with new product/service introductions. Some companies concentrate on one or two
mystery shopping programs per year that occur during peak sales periods.
The Feedback Received From Mystery Shopping:
Service Integrity provides clients with data that signifies action opportunities.
After each mystery shop and a thorough quality review process are completed, we
promptly distribute approved Questionnaires to stores and managers as directed.
At the end of each shopping period, Service Integrity provides detailed reports
consisting of score performance, store rankings and other key performance
factors. Our comprehensive Internet-based reporting packages provide dynamic
mystery shop data, allowing clients to have the most current mystery shop
program data at their fingertips. Specialised ad hoc reporting is always
available.