Category: Customer Experience

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Companies often say they want customer, employee, or compliance insights. But the real 
question is—are you ready for what those insights may reveal?

Every digital interaction—from websites to kiosks to delivery apps—is a form of customer service. But tech alone isn’t enough. It must be supported by empathetic human intervention, seamless processes, and integrated third-party systems. 

Curious how this plays out across your customer journey? Read our latest post and discover how we test and perfect the human‑tech balance. 

Competitive 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.

We 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 

Did 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