Your customers: important assets to protect
A great deal of money is invested in marketing strategies in order to attract new customers. If however you should not meet their expectations, the regaining of the trust of an unsatisfied customer can be very costly and most challenging.
Statopex' Mystery Shopping (Secret Shopper) program has been developed to monitor your customer service through the eyes of your customers and according to your company's standards and competitive service delivery. This program will provide insight and identify improvements required for you to maintain your most valuable customers and to ensure long term retention of potential clients.
Why should you use our Mystery Shopping (Secret Shopper) services?
If you can't effectively respond to the questions below, Statopex' Mystery Shopping will help you find the answers:
- Are you really aware of your clients' customer service expectations?
- Do your employees have sufficient knowledge of products and services to properly inform customers?
- Is your advertising campaign well delivered at store level?
- Do your customers receive the attention that they deserve?
- Are your promotions adequately described by your employees to your customers?
- Is your promotional material visible and installed according to your specifications?
- Are your refund policies respected?
- Do your franchisees respect your operational standards at all times?
Statopex' Mystery Shopping will allow you to evaluate your actual customer service performance, to follow its evolution and help you distinguish yourself from your competitors.
Our Mystery Shoppers will measure the quality of your customer service by using prescribed observation techniques and certain situation scenarios. These executions will therefore reveal priceless information on how your customers perceive the following factors:
- Your company's quality standards in regards to customer service and operational aspects
- Validation of your in-store training program
- Improvement in your employees' performance visit to visit and from one touch-point to another
- Respecting of corporate standards
- Implementation of your advertising campaign
- Evaluation of and comparison to competitive customer service
What type of companies benefit from Mystery Shopping (Secret Shopper) ?
...any company with foresight and a preoccupation to establish a high level of their customer service.
...all companies with customer touch-points that offer products or services, will profit from Statopex' services to look, listen and be aware of all business activities.
Since its beginning, Statopex has been involved in mystery shopping more than 25 different types of businesses throughout Canada such as grocery/foodservice, petroleum, pharmaceutical, financial, renovation and marketing services to name a few.
Mystery Shopping (Secret Shopper) Program Components
Our Mystery Shopping (Secret Shopper) programs offer:
- Qualified agents
- Consultant-experts for program development and follow-up
- Results analysis and rapid processing of concise / precise reports to enable you to take instant action
- Our consultant-experts will assist you in defining the type of Mystery Shopping (Secret Shopper) program that best suits your company's needs and concerns.
Prior to their visits, our secret shoppers are trained to ensure impartiality and objectivity of their evaluation. A rotation of our agents preserves anonymity.
Who are our Mystery Shoppers?
Statopex prides itself on its bank of qualified agents.
These mystery shopping agents have been carefully recruited and must correspond to Statopex' stringent requirements.
These agents are pre-trained in order to avoid any evaluation errors.
They act as real customers - they proceed with their in-store visitations / shopping, purchases, exchanges or refunds. They ask questions and inquire about services or goods offered by your company.
Statopex is a proud member of the ''Mystery Shopping Providers Association (MSPA)''
If you would like to know more about this service, please contact us !