Mystery Shopping is a performance evaluation process and a valuable tool highlighting interaction between staff and customers.
In a highly competitive industry where the level of service you provide really does count, more and more private and public sector organisations are discovering the true benefits of using a mystery shopper. You may spend vast amounts of money on advertising and marketing your business, but what happens when those customers make contact with your staff?
We can offer a customized mystery shopping service, tailored to your exact needs and flexible to meet all budgets. With a mystery shopping team throughout the UK we can match the type of customer you would expect to approach your organisation and offer an accurate, reliable and value for money service, helping you to look at your business through the eyes of your customers.
Prophet Reporting System As part our continued development of the mystery shopping experience we have invested in the Prophet reporting system. More…
Physical Mystery Shopping
A visit is made to your outlet by one of our experienced surveyors, posing as a ‘real customer’. Using agreed scenarios, they will record the actions taken by your staff on a tailor made questionnaire. Visits can be captured on video if required. More……
Telephone Mystery Shopping Many potential customers will have their first dealings with your business over the phone. Are your staff creating that all important good first impression are they polite and knowledgeable about the services and goods that you offer? Our telephone call surveys provide you with a comprehensive report and digital recording of each call.
More…
Lead Management Mystery Shopping Vast amounts of time are given to generating sales leads, but what happens to those leads when they are given to your business. More….
Online Mystery Shopping
Within an ever- changing world of technology, increasing numbers of your customers will be contacting you by email or via the internet. This form of evaluation allows us to access response times and quality of response to emails, along with whether your website is informative and user friendly. More…..
Postal Mystery Shopping
Many customers will approach your business by telephone, Internet or email, resulting in information and products being posted. We can monitor the speed and quality of this response from request to receipt. More…
Customer Satisfaction Research We can survey your customers by telephone, or at your business location. We can tell you what they really think of your service and products and what they would like you to change or improve. More…
Prophet Reporting System
As part our continued development of the mystery shopping experience we have invested in the Prophet reporting system.
No matter how good our shopping reports are, if they are not prepared and acted on immediately, then time and money are wasted. JKS mystery shopping has now instigated the exclusive prophet system into our reporting. So what is prophet? Click here to find out more...
Are your customers getting a full and efficient service? Is your workplace clean and tidy? Does the workplace reflect what you offer? Are the correct procedures being used?
A physical mystery shop can answer these issues and a visit is made to your outlet by one of our experienced surveyors posing as a “real customer” By using scenarios that are pre-agreed with our clients, they can record the actions taken by staff using tailor made questionnaires. Comparing the results to likely or expected answers, enables an assessment to be made in terms of compliance to company procedures and also gives a rating of the customer care service.
The findings can be used in conjunction with our training programmes to bring staff up to standard in any weak areas.
Physical mystery shopping can gather information regarding;
• Directions and signage
• External environment
• Accessibility
• Cleanliness of location
• Waiting times
• Greeting methods
• Questioning skills
• Knowledge of markets
• Professionalism
• Staff manner
• Dress
• Accuracy of information given out
• Satisfaction of customers
We can offer you video mystery shopping, using state-of -the-art hidden video recording equipment. In addition to the above we can record members of staffs facial expressions, gestures, verbal and body language. It will reveal their conduct attitude, and behaviour throughout the visit.
Alternatively other aspects of customer service can be assessed, for instance Customer complaints, or goods returned procedures. Each survey is specifically made for the client, and can be a single visit or series of visits.
We are also able to offer observational surveys, which involves visiting the location, and noting aspects of the service without interacting with staff.
For more detailed information on physical shops, including a free quotation Contact us
Many potential customers will have their first dealings with your business over the telephone. Are your staff creating that all important good first impression? Are they polite and knowledgeable about the services and goods that you offer?
Can you be sure they are making the most of every sales opportunity that comes their way?
Our team of trained surveyors can make telephone calls to your business or competitors, using scenarios created for any event or type of business.
They can gather information on
Response time
Opening of Calls
Listening and Questioning skills
General Call Handling
Product and Service Knowledge
Sales and marketing skills
Compliance messages
Call Ending
The calls will be assessed against agreed criteria, and a detailed report provided, highlighting staff performance and recommending training needs where necessary.
Calls can be digitally recorded for feedback and evaluation. Our surveyors are located throughout the country, enabling us to provide local addresses to receive information by post if necessary.
All surveys are tailor made to your individual requirements and can be a single or a series of calls, and structured over any time period required.
For more detailed information including a free quote Contact Us
Vast amounts of time are given to generating sales leads, but what happens to those leads, which are given to your business?
Are they acted upon or left to go “cold”
It is vital that response to sales leads you receive are effective and quick. By forwarding an enquiry to your company with our mystery shopping staff, we are able to assess the sales lead route at your company, identifying strengths and weaknesses.
Leads can be given by telephone, email, web site or written and will enable us to assess;
• Where details are left by telephone are instructions clear, how sure were we that the message had been saved?
• Was contact made within a relevant timescale or perhaps not made at all?
• Where contact was made was the person making contact with us aware of all the facts?
• How was the manner of the staff, were they professional etc?
• What was the final assessment - Did we get any confidence in the company from our contact?
• Is your lead management system obtaining business or alienating potential customers?
Results can be checked against agreed criteria and detailed reports can be provided, which highlight both strengths and weaknesses in your systems.
All surveys are again individual and can be structured over any time period.
The popularity of online services is now greater than ever, yet Internet sites have a poor response reputation. Online services are a cost effective way of evaluating and improving your existing E commerce or E business site.
Helping you to convert hits to sales and enquiries.
They can gather information on
Ease of Use
Navigation and content
Look and feel
Feedback on page download speed
Technical difficulties
Online sales process
Ease of ordering
Service support
Likelihood of revisiting
Head to head comparison of your site against your competitor
Our surveyors are Home Internet users who can give you an independent view
of your website, in their normal environment.
The surveys will be assessed against agreed criteria, and a detailed report
provided, highlighting strengths and weaknesses and recommending
improvements where necessary.
All surveys are tailor made to your individual requirements and can be a
single or a series of visits to your site and structured over any time
period required.
For more detailed information including a free quote Contact Us
Many customers will approach your business by telephone, Internet or e-mail, resulting in information or products being posted. We can monitor the speed and quality of this response from request to receipt, highlighting any problem areas.
We use our mystery shoppers to write and request services or details to be sent via the post, to varying addresses. By logging the information on our reports we can assess the effectiveness of your postal systems.
• Was the information posted within a suitable timescale?
• Did the state of the information received create a good impression?
• Was the information received exactly what we had asked for?
• Were we able to judge where the information had come from?
• Were contact names given?
• Were the name and address correct?
• What impression was gained from the process?
• Was there any follow up made?
• Are there any ways of improving your sales conversion?
All surveys are made to individual requirements and can be a single or series of surveys and may be structured over any time period.
For more details including a free quotation Contact Us
Customers, the most important people to your organisation, but are they getting value for money from your organisation?
Often customers will not complain in person, but will vote with their feet and wallets taking their business elsewhere.
Can you afford to let that happen?
We can survey your customers by telephone, or at your business location. By careful structure of the questions, we can tell you what they really think of your service and products and what they would like you to change or improve, examples are;
• Waiting times – Are they excessive?
• Staff attitudes – How good are they?
• Staff attitudes ¬- Do your customers feel that staff make enough effort to answer questions?
• Questioning skills – Do your staff listen to the comments being made to them?
• Are clients happy with your service?
• Are they happy with your product?
• Do they feel that improvements can be made?
• Would they return to your company?
Don’t wait for business to drop before finding out you have a problem!
Satisfaction surveys can also be linked in to one of our training programmes, to find out more including a free quotation Contact Us
