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.
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 recruit from your own customer database.
Once our quality control process is completed, assessment forms are uploaded to your client portal for review, together with any audio, video or other media files which can be streamed from the site so you can see/hear the assessment in progress at the same time as reading the report. We are also able to 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.