1. What services does Sinclair provide? Top
In addition to mystery shopping, we also provide customer satisfaction programs, employee surveys, on-site audits and ad hoc programs.
2. What experience does Sinclair have in the industry? Top
We were one of the pioneers in the mystery shopping industry; we established several of the best practices used in the industry today. Since 1987 we have been providing mystery shopping programs for many Fortune 500 companies nationwide.
3. How much does a mystery shopping program cost? Top
Our on-site mystery shopping programs are priced per visit (shop) and our telephone programs are priced by the call, but we are flexible in providing whatever pricing structure the client needs.
Because the size, scope and scale of a mystery shopping program can vary widely, there is no set price. However, we can provide fast quotes, often within a day or two. Call one of our Measurement Consultants at: (800) 600-3871 or email: info@SinclairCustomerMetrics.com
4. How much does a customer satisfaction measurement program cost? Top
Our customer satisfaction programs are priced per completed survey and our customer feedback telephone programs are priced by the call, but we are flexible in providing whatever pricing structure the client needs. Because the size, scope and scale of a customer satisfaction program can vary widely there is no set price. However, we can provide fast quotes, often within a day or two. Call one of our Measurement Consultants at: (800) 600-3871 or email: info@SinclairCustomerMetrics.com
5. Are there ongoing management fees with your programs? Top
There are no management fees with any of our programs.
6. Is there a start-up fee with your programs? Top
We have a nominal start-up fee which helps defray some of the internal new program development costs.
7. How long does it take to get a program started? Top
We can start working for you immediately however, we do not compromise the quality of our programs or the data we provide. Each program we provide our clients is crafted carefully using development processes refined by twenty-one years of experience. We can usually have a measurement program ready to rollout within four to six weeks.
8. How will Sinclair work with my company and what support will Sinclair provide throughout my program? Top
We make starting a new program with Sinclair as easy as possible. We do all the work with as little or as much involvement from you as you would like. A seasoned account manager and account team will manage every aspect of your program. Your account manager is available to you full time and has immediate access to all of Sinclair’s in-house resources. We will provide ongoing analysis and special quarterly reports, as well as make adjustments to your program as necessary. We do everything possible to help you get the maximum benefit from your program.
Give one of our Measurement Consultants a call, they will be happy to go over all the details of our programs with you: (800) 600-3871 or email: info@SinclairCustomerMetrics.com
9. My company has hundreds of locations nationwide in both metropolitan and rural areas. How would Sinclair manage my mystery shopping program in so many
locations? Top
We currently manage over 175,000 contract mystery shoppers for our clients’ programs with locations throughout the US, Guam, Puerto Rico, and Canada. Wherever your locations are, it’s likely we already have contract shoppers in the area. We manage a high volume of shops due to efficiencies gained from our automated systems and from highly trained staff with long-term experience in managing complex programs.
10. How does Sinclair back up a 100% service guarantee? Top
We don’t promise we are perfect one-hundred percent of the time, but on that rare occasion something is wrong with a mystery shop we will make it right at no charge to the client.
11. Can you use data from my previous measurement program? Top
Through our StartRightSM program development process we review a client’s existing measurement data and factor into your new Sinclair program insights gained from your previous measurement program. Our StartRightSM process helps make the transition from a client’s old measurement program to a new Sinclair measurement program smooth and easy.
12. Do you provide analysis and consulting with your programs? Top
Yes, we provide custom annual reports and data analysis with our mystery shopping programs, and quarterly reports with ongoing analysis for our customer satisfaction programs. We also offer additional analysis, consulting and ad hoc reports on an hourly basis. i.e. loyalty analysis, key driver analysis, linkage analysis, correlation analysis, perceptual mapping, etc.
13. How does Sinclair ensure the data in the reports is accurate? Top
We are fanatical about the quality of the data and reports we provide. This is why we only use screened, quality shoppers who are continuously trained and tested on our clients’ specific program requirements. Before any data is posted to the client’s reporting site, it must pass our 5-Step-QCSM process, which virtually guarantees all data is valid. If a client has any questions about their reports they can contact their account manager anytime or they can use our on-line inquiry response board (IRBSM) which also serves as a database for frequently asked questions.
14. Do you have a list of your current and previous clients? Top
Since 1987 Sinclair has been providing custom measurement programs to local, regional and national organizations. The following are some of the companies we have had the pleasure to serve: A&P Group, Albertsons, Amegy Financial, Auntie Anne’s Pretzels, BB&T Bank, Blockbuster, Burger King, Builder’s Square, Carrows, Circuit City, Citizens Bank, Cocos, Dillards, Drive Time, First National Bank, General Motors, HEB, IBC Bank, Kettle Restaurants, Longs Drugs, Long John Silvers, McDonald's, Nature Sweet, Osco Drug, Pep Boys, Pollo Tropical, Pottery Barn, Roadhouse Grill, 7-Eleven, Shop Rite, Sonic, Sports Authority, Supervalu, Taco Cabana, Southeast Toyota, TCF Bank, United States Postal Service, Valero, Verizon, Weiner’s, West Marine, Wild Oats, Williams-Sonoma, Wilsons Leather, and many others.
15. How do I know which program is right for my company? Top
One of our Measurement Consultants will work with you to determine which program or combination of programs will enable you to meet your measurement goals and fit your budget. Call: (800) 600-3871 or email: info@SinclairCustomerMetrics.com
16. What type of reports would I get from my NetReports® site and can the reports be customized? Top
NetReports® provides more reports than we could list here, but some of them are: Summary Reports, Graph Reports, Distribution of Responses, Comments Reports, Response Trend Reports, Score Trend, Individual Response, IST-Actual-Potential, and more. NetReports® provides tools for customizing reports, as well as sophisticated filtering and drill-down capability.
17. Would my NetReports® reporting site have controlled access? Top
Yes, your custom reporting site can be set up so each user has the appropriate access level and you can change this at any time.
18. Can I view a sample reporting web site? Top
All our clients’ reporting data is confidential but we can provide access to our reporting web site demo. Contact one of our Measurement Consultants at: (800) 600-3871 or email: info@SinclairCustomerMetrics.com
19. Can I view sample customer questionnaires? Top
Contact one of our Measurement Consultants at: (800) 600-3871 or email: info@SinclairCustomerMetrics.com.
You will be provided online access to a sample customer satisfaction questionnaire.
20. Do you have ready-made mystery shopping questionnaires for my industry? Top
No, we do not provide “cookie-cutter” programs. Each of our mystery shopping programs is designed for a client’s specific measurement needs.
21. How often do you recommend mystery shopping each location? Top
There is not one set frequency that is correct for every company. Each company is different, which is why we provide programs custom tailored for their unique measurement needs. How often a location should be shopped depends on the company’s measurement objectives and a number of other criteria.
22. With my customer satisfaction program, will you provide recommendations on improving my customer service? Top
Yes. With our customer satisfaction programs we provide advice and recommendations for improving certain areas of your company’s customer service. No one knows your business better than you. However, after two decades of developing customer service measurement programs, we know a few things about the service that drives customers’ satisfaction.
23. I tried a mystery shopping program in the past and didn’t see the benefit. Why should I use a mystery shopping program from Sinclair? Top
Ever increasing competition among customer facing organizations has created a demand for more sophisticated customer service measurement tools. Yet the majority of mystery shopping companies are selling the same old programs they were selling fifteen years ago.
At Sinclair we have developed what we believe is the most sophisticated mystery shopping methodology to date. Our DiMetric® Scoring methodology meets the needs of a company with customers who are expecting more. This is not the same mystery shopping program you had years ago. DiMetric® Scoring provides up to six times the actionable data of conventional programs, yet does not cost any more and is easy to implement.
24. I have talked to a number of customer measurement service providers. What does Sinclair offer that the other service providers don’t? Top
We understand it can be difficult to see the differences among customer measurement service providers. Many say the same things, describe their services in esoteric terms and make big promises. At Sinclair we take pride in our integrity and we provide great value in the programs we deliver. We don’t make promises we can’t keep and we are always straightforward with everyone we work with, which are a couple reasons our clients stay with us so long.
We offer programs and services that are genuinely unique, such as our DiMetric® Scoring and our NetReports® customizable reporting system. Our services are cutting edge and designed for today’s companies with demanding customers. To see what makes us different and understand how our services are better than most, we invite you to view our brief on-line demo. Call one of our Measurement Consultants at: (800) 600-3871 or email: info@SinclairCustomerMetrics.com
25. How quickly are mystery shopping reports available? Top
More than 80% of all shop reports are available within 48hrs. The remainder are available within 72hrs.
26. I don’t have a lot of time to go through mountains of data; does NetReports® provide an executive overview? Top
Yes, NetReports® provides an overview dashboard which summarizes any reports you need. The dashboard can be customized to your specific needs and preferences.
27. We do internal mystery shopping. Why should I consider using an outside mystery shopping provider? Top
Using a professional mystery shopping company allows for proper shopper rotation using thousands of mystery shoppers trained in making objective evaluations. Additionally, in-depth shop reports from Sinclair are made available quickly through your own customized reporting web site, using leading-edge technology developed over two decades of mystery shopping.
Do the math - you will find using an outside mystery shopping company is more than convenient; it’s likely to be more cost effective as well.
28. We have a customer satisfaction program. Do we need mystery shopping? Top
Customer satisfaction and mystery shopping programs provide entirely different sets of metrics. These metrics complement each other and companies often benefit from having both.
Customer satisfaction data can provide excellent metrics regarding your customers’ experience, their reactions, and what is most important to their satisfaction. However, these metrics will not give you the quantitative service measurement needed to effect change.
To make targeted improvements in your customer service, you need to objectively measure it by professionals who are trained to evaluate specific aspects of your customer service.
A mystery shopping program running in tandem with a customer satisfaction program nets more satisfied customers in a shorter amount of time and maximizes your customer measurement research investment.
29. We have a mystery shopping program. Do we need a customer satisfaction
program? Top
Mystery shopping and customer satisfaction programs provide entirely different sets of metrics. These metrics complement each other and companies often benefit from having both.
Mystery shopping programs provide objective, quantitative data you can use to effect change in your operations, but it does not tell you what drives your customers’ satisfaction nor does it ensure your service performance goals and changes in your service will satisfy your customers.
With customer satisfaction surveys you can learn if the service standards you set are meeting your customers’ expectations. For example, your mystery shopping program confirms you are meeting your front-end wait time goal of five minutes, but a customer satisfaction survey may reveal your customers are unhappy with their front-end wait time.
Additionally, you can learn what makes your customers very satisfied, which can lead to increased customer loyalty and ultimately, increased profits.
A customer satisfaction program running in tandem with a mystery shopping program nets more satisfied customers in a shorter amount of time and maximizes your customer measurement research investment.
30. How do we get started? Top
Call one of our Measurement Consultants at: (800) 600-3871 or email: info@SinclairCustomerMetrics.com They will be happy to visit with you and help you find a program that meets your measurement needs and fits your budget.
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