Objective measuring of the customer experience
We know that to measure performance, rather than satisfaction, it is better to be objective and for this we use mystery shoppers - trained auditors who aren’t influenced by how nice the staff were or what a good deal they got.
From testing the implementation of a new service initiative, ensuring compliance, competitor benchmarking or as part of staff performance assessments, our experienced shoppers can objectively tell you how you are doing.
All customer touchpoints can be assessed including retail outlets, telephone conversations, email/website enquiries and online ordering.
At Marketing Sciences we ensure all reporting is tailored to your needs so all stakeholders (from senior management to the employees themselves) can understand where improvements can be achieved.