We don’t believe in subjective judgement – when we mystery shop your business; we take an objective approach that is fully tailored to your service, sales and / or compliance standards. Our job is to measure whether your standards are being executed successfully or not by your team.
We love catching people out doing the right thing; nothing gives us greater pleasure than submitting a mystery shopping report that highlights success. We know this means the feedback system is doing what it’s meant to do!
Where there are gaps in your standards and the execution of those standards, our reports provide you with an objective coaching tool to help you manage your team’s performance and compare results over time.
Every one of our mystery shoppers are trained professionals (some of our team would argue that they were born to mystery shop).
Our screening processes ensure that we select mystery shoppers with a background in service and / or compliance and supervision.
Every one of our individual client training modules reinforces our 100% commitment to being objective, accurate and detailed in every report submitted. Each mystery shopper completes the client training module for every brand they want to mystery shop and they must achieve a 100% score in their knowledge check prior to being approved and allocated to shop that brand.
Every report is run through our quality assurance team for quality and copy checks. Each report is given an internal rating and these ratings are reviewed before any further shops are allocated to that mystery shopper. At the completion of every mystery shop, feedback is given to the shopper from our Quality Assurance team to ensure our team are continuously improving.
All of this shopper activity takes place on our very own Human Experience online Mystery Shopper hub. All approved shoppers are given a log-in to this hub where they can access the individual client training modules, complete the knowledge checks and subsequently apply for any vacancies. The online forms that the shoppers use to complete all mystery shops are accessed via the hub. Allocations are made to the shoppers according to previous report ratings and once a shop is complete, the shoppers receive their ratings and feedback online.
We take the training and professionalism of our mystery shoppers incredibly seriously and it’s why we think we’ve got the best trained shopping professionals in the business.
Over a series of shops, you are going to be provided with some incredibly valuable data points…
- What location/s and which team member/s are successfully delivering on your standards?
- What location/s and which team members are not delivering on your service standards?
- What coaching opportunities do you need to employ?
- What are the high performing locations doing that the low performing locations are not doing?
- How can you use this data to make better business decisions?
With our group summary reports, trending data and live dashboards, we’re confident that you will fall in love with the insights this data gives you and your business too.