Mystery Shopping
Get inputs from experiences of real unbiased customer’s perspective. We design best in class mystery program for our clients to benchmark operational performance against internally defined benchmarks and SOPs. We recognize that no two clients have same product and service strategy and we offer customized programs to a client’s needs. Our measurement covers all critical areas like product knowledge and employee grooming, sales techniques,cross-selling and upselling efforts, branding and promotion, facilities maintenance and cleanlinless,employee courtesy and integrity etc.
We have large pool of trained shoppers with diverse demographic, lifestyle behavior and socio economic profiles. For each assignment we select shoppers so as to match the profile of your target group and train them on assignment specific guidelines. Our shoppers are rated on strict quality control parameters and our shopper management system is designed to reward best shoppers with more assignments and churn out the non performing shoppers.
Measure
- On-site branding
- Compliance with Standards and Procedures
- Staff appearance, grooming and engagement
- Sales technique effectiveness
- Product Knowledge
- Service times
- Appearance and cleanliness of location interior and exterior
- Product/service selection and availability
- Up-selling and cross selling of products and services
- Customer welcome and exit
- Overall on-site customer experience
Benefits
- Better operational performance to maximize the customer experience, sales and profitability
- Identification of problem areas
- Correlate sales data to specific measurements of the customer experience
- Training effectiveness and gaps
- Reinforces positive employee/management actions with incentive-based reward systems
- Provides feedback from front line operations
- Monitors facility conditions - asset protection
- Ensures product/service delivery quality
Competition Shopping
In today’s competitive market, a manager has to constantly keep a tab on each and every move of the competitors.
How are the customers perceiving the products and services of competitors vis a vis your companies’?
How are customers treated by the competitors in exceptional scenarios? (For eg : irate client handling, replacement or alteration of a product.)
What promotions are being run by the competition?
How are the competitors running the Customer Loyalty Programs? What efforts are the competitors making to retain the client?
Competition Shopping would let you know the answers to the above mentioned questions. Besides that there is a whole array of information which you can get about your competitions selling against you when a customer compares your products and services.
Telephone Checking
Most of the times first interaction with the customers happens over the phone. Also it makes business sense to raise the expectation of the client before you actually interact with the client in person. As they say “First impression is the last impression”.
How did the executive open and close the call?
How much time was the client put on hold in the call?
Could the executive offer a solution to the client?
We offer telephone “Mystery Shopping” to help our customers determine the level of telephone service that is currently being offered. The approach is the same as that of an “Onsite” visit to the stores. We first determine what our clients’ expectations are for the associates answering the phone, and then look for opportunities to help them improve those expectations by creating an audit form to capture the actual customer experience.
+91 - 9611128711
+91 - 9663398711