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Mystery
Shopper
Elevating your game requires taking a fair, honest look
at how you and your team are performing. Mystery Shopping
is a proven method of evaluating service delivery (and
keeping your team on its toes). Our service ‘shops’ via
the telephone and in-person to offer you the full evaluation
of all customer touch-points.
Engage Mystery Shopping combines time-honored techniques
with exclusive refinements and recommended improvements
to bring your business results.
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Prior to the “shop,” we set a list of service
metrics approved by you – a report card for your
team member. The metrics are business-tested and field-ready – they
include elements we have developed and refined over years
of working with service companies.
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We arrange for a trained Engage agent in your service area
to make the call – completely indistinguishable from
any other service call your team receives.
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During the visit, we can enact complex service scenarios
to test your team’s response – and inform your
training efforts.
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After the visit, we provide detailed reporting and recommendations.
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