Copyright 2009 Business Private Eye
If you would like to request for a quotation, please fill the details below. We will be in touch with you shortly afterwards. You may also email us at admin@businessprivateeye.com or contact us.
Did you know...?
* Dissatisfied customers share their negative experience by telling 10-16 people they know. Word-of-mouth is advertisement
* It may take over 10 positive customer service experiences to overcome 1 negative experience.
* If you displease a customer, there is a 91% chance they will not return to your establishment.
* It costs 5 times more to attract a new customer as it does to keeping an existing one.
* 69% of the time, customers leave because of poor customer service.
Mystery Shopping/ Mystery Customer
Whether or not products and services actually get sold depends on how they're presented on the front line. In today's marketplace, with increased competition, customers often look to other companies when they are not satisfied.
How can the leading companies of tomorrow successfully promote excellent customer service? Mystery shopping is a practical, affordable method of measuring the effectiveness of your customer service levels, and training programs.
Benefits of using Mystery shopping:
• Early identification and correction of potential customer service problems BEFORE you hear it from your customers.
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Provides cost effective and timely management reports to company executives and field management. Feedback is crucial.
Provides cost effective and timely management reports to company executives and field management. Feedback is crucial. •Encourages communication of expected behavior standards to all employees.
Encourages communication of expected behavior standards to all employees.•Measure service levels for use in service recognition and employee reward programs (Management studies provide proof that performance is linked to recognition programs)
Measure service levels for use in service recognition and employee reward programs (Management studies provide proof that performance is linked to recognition programs)•Determines compliance to policies by employees (to keep them on their toes) and identify best practices
Determines compliance to policies by employees (to keep them on their toes) and identify best practices• Compare standards and practices to that of the competition
"What gets measured, gets done." - Tom Peters
Mystery shopping is a long-established research technique and is used extensively in many industry sectors, such as retail stores, restaurants, hotels, fast food chains, health care facilities (hospitals, health clubs), financial services organizations (banks, credit card companies), gas stations and the motor trade (car dealers), to measure the quality of service provided. Aspects of service quality include measurement of expected standards, product quality, compliance to policies and procudures by employees, customer waiting lines and cleanliness of physical environment.
Mystery shopping is widely used to research competitors and their own staff, and to improve service quality. This type of research involves potential customers objectively and unnoticeably reporting back service experience to the company. Mystery shopping is a practical, affordable method of measuring the effectiveness of your customer service levels, and training programs.
Who Uses Mystery Shopping?
Any business/organization that needs to monitor it’s operations, facilities, product delivery, and service performance
Banks
Retailers
Manufacturers
Call Centers
E-Commerce services
Government agencies
Hospitals
Associations
Franchise operations
Promotions agencies
Business Private Eye has a database of shoppers who are representative of a broad demographic range. Our shoppers are trained to provide inconspicuous observation of the full shopping experience, from initial customer reception, to engaging your employees’ assistance regarding product differentiation, to quality of product and to final purchase. We are meticulous in our recruitment, employing sharp and discreet shoppers of the highest caliber. Our mystery shopping program assures that you get an accurate representation of the various customers your company deals with.
Business Private Eye utilizes today’s cutting edge technology to provide you with the capability to generate reports, charts, and statistical information for all of the services we offer. Reports are clear, interesting to read, and help communicate results effectively.
We provide mystery shopping services in the Philippines, China, Japan, Korea, India and other Asian countries. (Please contact us for more info)
Types of mystery shopping include:
- Traditional mystery shopping (measurement of expected standards, best practice audits, etc
- HQSC (Hospitality, Quality, Speed, Cleanliness) Evaluations
- On-Site Inspection (Food Temp, Cleanliness, Food handling/ safety inspection)
- Competitive intelligence (evaluate and compare main competitors)
- Covert video/ audio
- For Recognition & Incentive Programs / Employee Development/Feedback
- Mystery phone calls
- Observational research (Qualitative): Ethnography, customer experience evaluation
Business Quotation Request Form
Name
Designation
Company name
Company address
Email address
Company website
Phone number
Number # of locations
to be shopped
Frequency of visits
Describe type of business
Other details and information
Hotels
Restaurants
Movie Theatres
Recreation parks
Transportation systems
Fitness/health centers
Property management firms
Freight/courier services
And many more.
