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We use covert assessors who experience, and objectively report on, the quality of service of a company or establishment. They do not criticise from a personal level, but produce factual reports that will be of benefit to any organisation that wants to improve its sales and service.
Why do companies use Mystery Shoppers?
Today, more than ever, companies want to excel in the quality of service they offer their customers, because great service means happy and loyal customers. There are several ways companies can measure the service they offer. One method is through the voice of a Mystery Shopper, who can provide an organisation with vital ‘first hand’ information of what is actually happening from a customer’s perspective. By monitoring such information, a company can track its performance over time, identify training needs and ultimately improve their sales and service.
At TAG we understand the importance of developing service quality. We pride ourselves for our unique approach for developing and improving customer service and ultimately sales.
The Benefits
Research shows that it is the quality of human interaction which has the greatest effect on customers' perception of a company. Therefore where there is little difference between competing products or services, quality customer service can give the competitive edge.
High customer service standards enable many firms to charge a premium for their products. Yet in many ways, good customer service can be a nil cost item. So improved customer service is one route to increased profitability.
Repeat business is another key profit-maker. Repeat business comes from ensuring customers are genuinely completely satisfied with - and preferably pleasantly surprised by - the quality of your product. Repeat sales save unnecessary expenditure on advertising and promotion to attract new customers.
It is possible to predict that as standards of living rise, the more quality, convenience and service will become important relative to price. An investment in a strategy of quality customer service now is therefore an investment in greater future profitability.
How Mystery Shopping Can Help You
We offer an accurate, reliable and inexpensive method of quality control which provides you with a means of identifying both good customer service (which can be rewarded) and the not-so-good (which can be performance managed).
We reach a full understanding of your company, its employees and clients in order to be able to provide you with a full scale picture of how each action affects your business. Our services are tailored to meet the exact needs of the business and an individual programme is installed for each of our clients, however, some of the methods are as below.
- We provide periodic reports and statistics to enable you to track customer service performance.
- We monitor your customer service by visiting nominated outlets at an agreed frequency.
- We extend your quality assurance programme to the intangible elements of your customer service.
- We help you to look at your business through the eyes of your customers.
- We help you ensure all your outlets are giving a consistent level of customer service.
- We help you spot any employees who may be driving your customers away.
- We check the service provided by each branch against your laid-down customer service standards.
- We provide a measuring facility for inter-branch competitions and personal performance rewards.
- We confirm whether your staff are promoting those services and products they have been instructed to promote.
- We check that advice and information your employees are giving is accurate and conforms to any legal guidelines which may apply.
- We benchmark your service against that offered by your competitors.
Shoppers are selected from our database according to their location and their suitability in terms of the type of product or service involved. We can if you wish; recruit shoppers to match your own customer profile, or even from your own customer database. As well as the individual visit or call report, and tape where appropriate, we will provide a summary report (and presentations if required) at an agreed frequency.
Our reports will enable you to track the effect of product changes as well as customer service and staff training programmes. They will enable you to compare the performance of each outlet and reward those which demonstrate the best customer service. This is especially important where sales incentive programmes may lead staff to make short-term sales a higher priority than long-term customer satisfaction.
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