Our mission is to help our clients better understand their customers, their competition and their strengths and weaknesses so they can use this knowledge to improve how they do business.

Business Priorities

Service Impressions’ business practices fall under two key areas: quality of product and maintenance of close client relationships. These may seem like obvious priorities for any business, but only successful execution counts and the points below illustrate how we meet these very important objectives.

Quality Product

Our clients expect to receive complete, accurate, detailed, non-contradictory reports that are factual representations of their customer’s experiences — and this is what we provide on a consistent basis.

The quality of our product begins with high-quality feedback from our shoppers. This feedback is essential to our clients who rely on this data and utilize it for bonuses, incentives and training. Below are the key areas we focus on to ensure accuracy in the data we provide.

• Shoppers
We recruit shoppers with:
* mystery shopping experience
* keen powers of observation
* excellent written communication skills
* the ability to follow directions

Our shoppers are flexible and adaptable. They are accustomed to completing surveys in different formats and in various industries. They can provide completely narrative information, use rating scales for evaluation criteria, and/or simply give Yes/No answers. They can be purely objective or incorporate subjective/opinion-type feedback, depending on the individual requirements of our clients.

Our shoppers receive specific and detailed instructions and guidelines for each assignment they perform. We ensure they understand the operational standards for each question on the evaluation so they know specifically what to look for when performing the mystery shop. Our staff is always available to answer questions and to review client standards with our shoppers.

We provide our shoppers with ongoing feedback regarding their performance. When we find areas where our shoppers can improve their work, we contact them. We ensure that they understand what to improve or change as well as what they are doing well. Many times, a client's standards change or a client becomes aware of a special situation. When this occurs, we communicate this information to a specific shopper, group of shoppers or to all shoppers, as appropriate.

• Internal Quality Checks

An extremely important process to ensure quality evaluations is our internal quality check. We review each evaluation thoroughly to be sure it is filled out completely and accurately. This ensures that the evaluations meet both our internal and our client's standards. If any comment needs clarification, we contact our shoppers for additional information. If a completed evaluation does not meet our standards, it will not be used.

• Shopper Rating System
Service Impressions utilizes a shopper rating system to track the quality and timeliness of our shopper's work. Shoppers with the highest ratings get priority in receiving assignments. Shoppers whose ratings fall below a certain level are no longer used.

Close Client Relationships

Service Impressions is devoted to making our clients happy. Maintaining good, solid relationships with our clients helps us provide great customer service.

• Define evaluation standards and program goals
We work with each client to develop their evaluation form and define the standards for each question on the evaluation. During this process, we focus on the goals of their program and how the results will be used. This helps us know exactly what our clients need from us and ensures from the outset that our shoppers receive the best, most detailed information to assist them in performing their shops. To do this, our staff reviews the evaluation question by question and works with the client to obtain all operational specifications and standards. We come up with as many exceptions and "what if" scenarios as possible. We can then refine the standards for our shoppers and have the information on hand so we know how to handle special situations.

• Continual communication with clients
Once the mystery shopping program has been implemented, it is essential that we maintain communication with our clients to continually monitor the program and ensure it is meeting their needs and objectives. If a unique or unusual situation arises, we alert our client to learn the best way to handle the problem.

• Encourage feedback from clients
We are happy to meet our client’s requests to provide feedback to our shoppers, change scores on evaluations when special circumstances arise, and remove shoppers from a rotation for shopping a particular location(s).

Each client will have a full-time account manager. Nothing is more important to us than your satisfaction. It is crucial that your mystery shopping program meets your objectives. It is our job to ensure that this happens!

For more information about Service Impressions and how we can help you achieve your business objectives, please contact:

Dan Crevin
(916) 683-9895