It takes more than lip service to survive in a service-driven economy. That was the belief on which Sinclair Customer Metrics (SCM) was built. In 1987, SCM began as an offshoot of Sinclair & Associates (an advertising agency). For years Sinclair had helped clients create advertising campaigns built on a platform of care and attention to customers. However, most clients had no idea of how good or bad their customer service was because they failed to measure it.

Operating under the belief that service, like sales, should be measured and monitored closely, Sinclair launched an independent customer service measurement company. That company evolved and is now Sinclair Customer Metrics, Inc. After researching ways to assess customer service, Sinclair felt that a new, but little known (at the time), method of research called mystery shopping offered the best means of assessing the performance of front-line employees. So mystery shopping was the first service offered by Sinclair.

In 1987 there was less than a handful of companies in the U.S. that offered mystery shopping, making Sinclair a pioneer in the field. At that time mystery shopping results were reported on paper, usually long after the actual research took place; in many cases it took over a month. This severely limited the relevance and, therefore, the usefulness of the research. The lag-time in reporting fell short of Sinclair's goal, which was to deliver summarized service data as quickly as sales data was, through point of sale systems. This goal was achieved before the end of 1989 with the introduction of a software program called Insight^®, capable of reporting service data in hours, not weeks. The ability to quickly deliver service measurement results on store level performance vastly improved the benefits of mystery shopping and raised the bar to a new industry standard.

Fast forward to today: Sinclair continues to define new ways in which businesses can benefit from customer related research. Embracing new technologies, Sinclair now also provides state-of-the-art customer satisfaction and employee satisfaction measurement programs.

Sinclair is a knowledgeable measurement company staffed with accomplished practitioners that understand measurement design, administration, analysis, and reporting.