Category: Client –

Spending time on hold is aggravating, and a recent study revealed just how customers feel.  From a survey done by Acena, over half of the callers reported that being placed on hold for even 1 minute was too long,  and 1/3 of people believe that calls to customer service representatives should be 

Are the correct and current promotional signs in place at your stores or restaurants?  Possibly, you are not sure, and you don’t have time to visit or call your units to find out!  

As 2025 begins, this list of 25 Recommendations for Customer-focused Organization may be a useful tool to think through your customer service review. Now is a terrific time to take stock of what is working well and what may need to be improved with a frontline customer service review. 25 Recommendations for Customer-focused Organization Speak […]

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.

Mystery Shops Have Uncovered Surprises – “When I visited the branch, the employee told me to wait to open an account since the merger process was not complete. “ That would be an unanticipated revelation revealed with a mystery shop to a bank manager, right? Imagine that you are the bank manager reading this mystery […]