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and ask for Dan Crevin.
Mystery Shopping Benefits
With a comprehensive mystery shopping program through Service Impressions, your business can realize a wide range of benefits while evaluating customer service, product knowledge, sales efforts, product quality, and store appearance. Detailed customer feedback from our experienced shoppers provides unique perspectives and enhances your competitive edge.
There are many measurable ways mystery shopping can affect your business bottom line. A properly-designed mystery shopping program which sets clear standards, provides staff incentives and communicates results can increase sales, cut costs, and improve the customer experience. The following points detail how these benefits can be achieved.
Increase Average Check Total
By setting a standard of "upselling", and monitoring the compliance using our mystery shoppers, a business can raise its average check total. This alone can pay for the cost of a comprehensive program! A mystery shopping program can also help determine if specials are being described in an appealing manner to further increase the average check.
Gain Staff Awareness of Standards
The feedback you receive from our mystery shopping program continually reinforces operational and training standards among employees and assists in incorporating these standards into a bonus and/or recognition program. When your staff and management understand, accept and focus on set standards, this will translate into lower turnover and an increase in productivity.
Service Impressions provides comprehensive reports that rank and trend store, region, district and company-wide performance in customer service, product quality, and location appearance/atmosphere. This helps drive competition among stores and regions, thus increasing productivity and improving customers overall experiences. All results are available online via our web site anytime you need them.
Research at a Lower Cost
Mystery shopping can provide feedback on specific products or menu items, thereby saving marketing dollars on costly focus groups. Service Impressions can develop special evaluations to be implemented over a specific period of time or in a specific region to measure the customer perception of a new item. This can provide valuable product information before a full release of a new item. We can also implement additional shops at new or under-performing locations to provide more detailed information about strengths and opportunities for improvement.
Monitor Cost Controls
Service Impressions can assist with cost controls. Our shoppers can determine if all items were charged correctly and included on the bill. They can also determine if proper change is given, thus identifying another potential source of "shortage". Such problems can be easily corrected with careful monitoring and follow-up.
Improve Customer Experiences
The most apparent benefit of a mystery shopping program is the opportunity for improvement in customer service and the customers general experience. This leads to increased repeat and referral business. Overall satisfaction questions can be asked in an evaluation. Our shoppers can describe the most pleasing aspect of their experience, what they feel could be improved, and whether they would recommend the establishment to others. Other comments throughout the evaluation also allow you to see how each store could have improved their score and the customers experience.
Evaluate Product Quality
The consistency of product quality over time and between stores is simply monitored with a mystery shopping program. This will draw attention to inadvertent changes in cooking and food storage procedures for restaurants as well as changes in manufacturing and merchandising for retail businesses.
Maintain Management Visibility
Our mystery shoppers can note whether the manager is visible in the location. Does he or she interact with the customers? An active and visible manager will improve the performance of the staff and generally increase customer satisfaction.
We provide custom services to companies throughout the United States. Our programs are designed to assist our clients in meeting their performance, training and sales objectives.
We are proud to have a database of more than 40,000 experienced shoppers available to shop our clients locations. Our shoppers are fully informed about every aspect of the "shop" that they are to conduct. Our shoppers will provide complete, accurate and reliable information. This factual information provides our clients with an understanding of their strengths and weaknesses. A company with the ability to identify and correct its weaknesses as well as identify and leverage its strengths will maintain a competitive advantage over its competition.