Mystery Shopping
Global Compliance offers Mystery Programs through its subsidiary Service Intelligence. Mystery Shopping programs measure the performance of your business and front-line employees against operating standards for customer service, merchandising, transactional accuracy and efficiency, product quality, and brand representation. We offer unrevealed shops and evaluations to obtain objective assessments from the customer's perspective. Mystery Shopping is conducted across all customer touch points including in-store, telephone, and online shopping and can include your own brand as well as competitor shops. Evaluation data is stored in a centralized data repository, and management reports provide results of the unrevealed shop. The impressions formed during a customer's visit dictate whether the customer will return again, and also what the customer will tell others. In a competitive environment, mystery shopping utilized to evaluate an experience through the customer's eyes yields valuable customer insight and results in a strategic advantage.
Mystery Shopping
Industries
- Restaurant Higher Education Transportation
- Retail Consumer Service Providers Lodging and Hospitality
- Petro-Convenience Health Care Consumer Goods Manufacturing
- Banks and Financial Institutions
Applications
- Customer service Sales skills and product knowledge Brand or franchise representation
- Safety and security procedures Merchandising Product promotion and marketing
- Competitive intelligence Transactional accuracy and efficiency Manufacturer's suggested pricing validation
Evaluation and Auditing Services
On-site Mystery Shops - Unrevealed evaluations to assess customer service, merchandising, brand representation, and transaction process and efficiencies, as well as evaluating compliance with safety and security procedures, corporate and franchise standards, and industry regulations
Web Shops - Evaluations of websites to assess ease of use, transactional efficiencies, product and service fulfillment, and response times to online inquiries
Phone Shops - Unrevealed evaluations conducted by phone to assess customer service and call handling processes at individual locations, call centers, or corporate offices
Wildcard Shops - Additional shops completed at select sites (independent of ongoing program) that provide opportunity to improve ratings and maintain optimal site performance
Remedial Shops - Repeat shops completed at sites that received ratings that did not meet corporate threshold during regularly scheduled shop visits
Competitor Comparisons - Unrevealed evaluations of competitors in order to provide a scorecard comparison of client's performance relative to its competition; can be customized to assess customer service, pricing, site cleanliness, and operational strengths and weaknesses
Program Consulting and Design
What sets us apart is our consultative approach and our strength as a business partner. Unlike the traditional mystery shopping vendor approach of data collection and presentation, we will partner with you to design and implement a custom program that yields recommendations that drive business improvement.
Market Research Consultation -
- Employee training and procedural materials
- Marketing materials
- Previous mystery shopping data
- Key performance indicators
Shop / Questionnaire Design - We customize your program to meet your organizational objectives:
- Realistic shopper scenarios to prevent shoppers from being recognized
- Customized questionnaire to address key customer touch points
- Appropriately weighted scoring to emphasize what's truly important to your operation
- Tailored dispatch schedule and shop frequency per location to gather complete information on all shifts and locations
Reporting Needs Analysis - By looking at what you want to get out of your program, we can determine how to best set up your program:
- Selection of standard reports
- Creation of custom reports
- Identification of report recipients
- Branding and formatting of reports
Shopper Recruitment and Certification
Best Practices Reinforcement -
- Training tips can be included in the detail shop report for each "no" response on the audit form
- E-mail notifications containing training tips can be automatically sent when thresholds have not been met
Reporting
We deliver your mystery shopping results through our proprietary, web-based reporting system, Customer Experience Management System (CEMS), which is robust, flexible, and easy to use. We create a customized website for each client and leverage our industry-leading technology to align the customer experience data we collect with the way you do business.
- Secure, password-protected website incorporating 128-bit encryption guarantees confidentiality of information.
- Web-based platform enables 24-hour, real-time access to data from anywhere Internet access is available, or through a corporate Intranet site.
- Fully customizable interface can be tailored to meet your corporate brand standards to ensure consistency of logo, fonts, images, and colors.
- Resource Center on the homepage allows posting of messages from leadership, attachment of reference documents, and communication to all users.
- User hierarchy levels enable control of access to reports and information in the system to ensure relevancy; views and access levels driven by login permissions.
- Multiple reporting levels provides a comprehensive view of every level in your organization, from a per shop instance to aggregate company-wide trending reports.
- Flexible online report access enables clients to view data in Microsoft Word and Excel, Adobe Acrobat, and many other common applications; information can be viewed in tables, charts, spreadsheets, or text formats.
- Easy data export to Microsoft Excel spreadsheet format for further manipulation.
- Data feeds in multiple formats.
Advanced Analytics
What sets us apart in the mystery shopping industry is our ability to provide data correlation and recommendations to drive business results enterprise-wide. Unlike the traditional vendor approach of data collection and data dump, we recognize that too many organizations never seize the opportunity presented to them by their mystery shopping and survey programs - the opportunity to enhance business operations, whether through training, merchandising, marketing, or other changes in process or procedure. Thus, we thoroughly analyze the data, correlate it to operations, and then make recommendations to enhance the specific operational functions and positively impact top-line revenue and bottom-line profits.
As part of its consultative approach, we work to ensure the focus is on the areas that will most impact consumer perception and translate to success. Processes and procedures that are known to be regularly evaluated typically receive the most attention from employees; therefore, ensuring that a program is properly targeted and comprehended by employees greatly contributes to the achievement of objectives.
We will help you to properly design, implement, and execute a customer feedback program that delivers:
- Consistent, real-time monitoring of the customer experience
- Identification of operational deficiencies or successes
- Actionable results to improve front-line service delivery
- Complementary integration of all research initiatives
- Motivation for employees
Why Global Compliance?
- Extensive shopper network enables high-volume delivery with complete shopper coverage across North America.
- Rigorous shopper screening, selection, testing, and certification results in accurate, reliable data.
- Customized program design and development ensures alignment with your needs and operating procedures.
- Client-specific project guidelines and pre-established performance standards guarantee outcome meets or exceeds your expectations.
- Rigorous quality assurance process requires that each mystery shop report go through multiple automated filters and data quality control checks prior to being available to ensure consistent and accurate data.
- Multiple mediums of report dissemination (web, fax, e-mail, or regular mail) provide flexibility and preference.
- Online, password-protected report access ensures confidentiality and 24-hour, real-time accessibility.
- Web-based tracking of assignment completion enables real-time status reviews.