25 Reasons for Companies to Gather Intelligence
January 7, 2025Competitive Reasons
1. Measure your competition’s phone skills. You may know how well your employees handle incoming phone requests for information on your company, but do you know how effective the competition’s employees are during phone experiences? Gathering intelligence with competitive mystery shops allows you to measure how well your employees stack up against the competition.
2. Assess competitors’ in-person customer service. It’s equally important to know how your employees rank against the competition in terms of in person customer service experiences. Are there areas where the competition is “wowing” the customers? If so, is it enough to make customers want to buy from the competitor company rather than your company?
3. Learn about competitive product/service offerings. Many times, it isn’t easy to gather information on competitor offers. With competitive mystery shops, mystery shoppers pose as regular customers and therefore can gather objective information on the latest competitor products and services.
New Tech and Evolving In-Store Processes. How to Find Customer Pain Points
July 24, 2020The pandemic has challenged consumers to understand new tech and evolving in-store processes. Here's how to find where consumers have trouble interacting with your company.
Health and Safety Services Monitor New Protocols, Reward Essential Workers
May 28, 2020We are working hard to help our clients adapt to the many changes the COVID 19 pandemic have brought to doing business.
Customers’ concerns about health and safety have changed their expectations – at least in the short term and perhaps, forever.
Our clients have found it challenging to launch new protocols
NPS – Net Promoter Score – Add It To Your Survey!
January 18, 2019Did you know that you can add a question to your existing mystery shopping survey to collect information on Net Promoter ®?
The Net Promoter Score is a powerful marketing metric that measures whether customers are likely to recommend your services to others.
It’s an excellent indicator of future revenue growth. The metric is
Program Guide: Guide to ReCalibrating Your Mystery Shopping Program
May 29, 2015Organizations evolve. Operations change. And, over time, the criteria and focus of your mystery shopping program should be double checked to make sure it's still on target. This checklist includes considerations for rethinking your mystery shopping program.