Situation:

In today’s competitive environment, a positive customer experience can differentiate one retailer, restaurant, bank, or college from another. Further, statistics suggest that dissatisfied customers typically tell 9 to10 people of their bad experience, and these 9-10 people, in turn, relay the experience to an additional group of up to 20 people. With costs being five times greater to gain a new customer versus retaining an existing customer, organizations are looking for ways to evaluate the customer experience in order to enhance positive performance and identify areas for improvement.

Solution:

Through Service Intelligence, our wholly owned subsidiary, Global Compliance provides Mystery Shopping services (also commonly called performance audits, on-site evaluations, or secret shops) to obtain objective assessments of the customer experience. We employ thousands of professional shoppers who are highly trained to perform telephone, Internet, or on-site physical assessments in order to evaluate salesmanship, customer service, merchandising, marketing, transactional accuracy, and efficiency in addition to compliance with regulations and organizational processes and procedures.

Service Intelligence partners with our clients to develop a customized evaluation program that provides actionable information to facilitate business goals. Our advanced Web-based report delivery ensures confidentiality and 24-hour, real-time accessibility for efficiency throughout the project. Our services can be utilized to evaluate customer perception of:

• Customer Service –employee attitude, professionalism, knowledge, and responsiveness
• Sales Skills – to assess the sales staff’s ability to close and overcome objections and utilize suggestive selling skills
• Transaction Efficiency and Accuracy –speed, honesty, integrity, and accuracy of the purchase or return process
• Merchandising - display and product set, brand representation, pricing, and product promotions
• Facility Condition –facility attractiveness, cleanliness, and upkeep
• Compliance –awareness and practice of organization policies and procedures specific to brand representation, customer service, merchandising, pricing, safety, loss prevention, etc.

In addition to providing mystery shopping within facilities owned or managed by the client, Service Intelligence also provides mystery shopping to evaluate a client’s competitors and will gather, aggregate, analyze and deliver findings to enable competitive differentiation.

Service Intelligence provides Mystery Shopping and on-site evaluation services to the following industries:

• Retail (Big Box, Specialty, Department Store, Convenience Stores, and Petro-convenience stores)
• Higher Education
• Financial Institutions
• Restaurants and Quick-Serve Restaurants
• Hotels and Resorts
• Car Dealerships and Automotive Shops
• Franchises and Distributors
• Property Management Companies
• Call Centers and Customer Service Departments
• Human Resource Departments

Outcome: