MYSTERY SHOPPER – A SERVICE FOR BUSINESSES WHO CARES ABOUT ITS CUSTOMERS
The best way for the companies management or store owner to gain knowledge about how customers are treated and what their experience looks like is to let us take on the role of the customer. By acting as customers, we can observe and document how the employees handle things as customer contact, cash handling, ID control, and other things. It is becoming more and more common for businesses to use professional Mystery Shoppers to see what can be improved – it can be anything from music choices in the store to how professionally the staff responds to their customers.
TRAINING OF STAFF
In addition to these services, we can also help your company with staff training and preparation. By compiling a customized manual, based on your business needs, we can produce materials that ensure that your employees are prepared to handle different situations in a professional manner and to use their time as efficiently as possible.
This type of action usually follows a study with Mystery Shoppers, where the business owner has been given a good chance to see what can be improved in the business.
FRAUD WITH WORKING HOUR
The employer must be able to trust his staff, that they are at the workplace by arrangement and that they perform their duties correctly. We can monitor your employees with the help of physical surveillance as well as a documentation with pictures and videos to make sure that they perform their duties and obligations towards the employer.
The information is collected, analyzed and then presented in the form of a report that is submitted to the employer or to the manager within the company. This report can also be used as evidence if the information would lead to, for example, dismissal, trade union problems or legal action.
Our checks and our surveillance are always done in a discreet way, the employees will not notice that they are being reviewed.
CUSTOMER SURVEY & CUSTOMER EXPERIENCE
We also carry out a quality survey within a company. Our goal is to find out what needs to be improved within your business so that you can then take the necessary measures yourself. We can assess whether a business needs music or not, if a store may be too dark for customers to see properly – all this is very important for the customer experience. We look at different parts and make an overall assessment.
We act as customers and check if the staff is sufficiently knowledgeable, how service-oriented the staff is and whether the company’s rules are properly followed. We make an assessment of how quickly the customer gets help, at a restaurant we can look at how quickly the bill arrives or how quickly the customer is noticed by the staff. We also look at the staff’s body language and eye contact – all important factors.
All collected material is compiled in a detailed report which can then be used to improve the work team. Good customer experience is vital for your business to survive as well as compete with other businesses.
We adapt our working method to the needs of your particular business. In some situations, we use the Mystery Shopper concept, where we send in our experienced civilian investigators, who then act as regular customers. This in order to gain an insight into the business and see how a real customer is treated by your staff.
When controlling alcohol and tobacco purchases, we can also take the help of minors or people with a young appearance, especially when there is a suspicion that a business sells age-restricted substances without checking ID documents.
Our checks are done either through our own investigators or with the help of external persons who act as customers.
Among other things, we document the following:
- The staff’s attitude, general knowledge and ability to answer questions, and how the customer is treated.
- Any staff who provide unlawful discounts and/or invite friends and family members to services without permission to do so.
- Missing ID checks of people with a young appearance when buying, among other things, alcohol and tobacco products.
All of our services are performed in close collaboration with our clients and in a way that does not reveal to employees that they are under surveillance.
WHO CAN ORDER CONTROL SERVICES IN CUSTOMER HANDLING AND TREATMENT?
If new staff is continuously recruited into your business, then our control services are definitely valuable to your company, but control of the quality of customer management and the general response is obviously important for all serious businesses and companies. It provides valuable information in order to improve key areas such as customer experience and customer satisfaction, in the end, it provides increased profitability in the business.
The industries that often use control services are taxi companies, hotels, restaurants, bars, and shops, but we can also look at a school administration, preschool, traffic schools and others. The services we offer are also suitable for authorities and municipalities that handle tobacco and alcohol sales.
DO YOU WANT TO KNOW MORE?
Contact us for more information. We offer a free consultation to see what solutions are available for your particular situation.