Understanding Your Customer Experience

Our programs are fully customized to fit your unique needs—no one-size-fits-all templates here. Here's how the process works, step by step:

1. Initial Conversation: It all starts with a simple, no-obligation discussion. We listen to your goals, challenges, target customers, and key priorities to understand exactly what you want to measure.

2. Program Design: Based on our conversation, we create tailored parameters for your shops. This includes developing customized survey forms with weighted scoring to focus on what matters most to your business.

3. Shopper Selection: We carefully select mystery shoppers whose demographics, behaviors, and profiles match your ideal customers—ensuring authentic and relevant evaluations.

4. The Mystery Shop: Your selected shopper visits your location (or interacts via phone, online, etc.) as a regular customer, observing and experiencing service, cleanliness, employee interactions, and adherence to your standards.

5. Detailed Reporting: After the shop, we deliver comprehensive reports with objective observations, scores, and narrative feedback. You get the full details of the interaction, presented clearly and professionally.

6. Flexible Analysis and Insights: Reports can be as simple or in-depth as you prefer. Drill down by specific questions, survey sections, locations, time periods, or even individual employees. We help you spot trends, benchmark performance, and turn data into practical improvements.

This straightforward process empowers you to make informed decisions with confidence.

Ready to gain a clearer view of your customer experience? We are waiting to hear from you, send us a message or call for a complimentary evaluation.