More than ever, measuring how your organization's front-line interacts with your customers is essential to your company's health. Today, organizations have several types of measurement programs to choose from, but it's unfortunate they sometimes choose a program that does not best fit their measurement goals. The fact is no single measurement program will answer all your questions and no measurement program provides more actionable data than a well designed mystery shopping program.
For more than twenty-one years Sinclair's mystery shopping programs have played a key role in helping organizations improve and maintain their level of front-line service. A Sinclair mystery shopping program provides the objective, quantitative data needed to make targeted improvements in your operations and customer service. We use a detailed design process that identifies the areas to be measured, determines the best methodology, and applies the proper scaling and weighting to the questionnaire. Our shopper network visits or calls your locations and records unbiased, comprehensive observations of your operations.
After passing our 5-Step-QCSM quality control process, the results are compiled and made available through your customized NetReports® reporting site within 48 hours of the completed shop. Reports are available 24/7 in dynamic formats which you can customize at any time using a variety of intuitive tools. Training is provided to ensure you are comfortable with your reporting site and that you get the most from your data.
But it takes more than a well designed program and sophisticated reporting technology to make a mystery shopping program successful. It takes an understanding of the results and the insight to take the appropriate action that will improve service performance.
Whether you use one or all of our services, you will have our two decades of experience supporting your program helping you keep it simple, accurate and actionable.
On-Site Mystery Shopping Top
Sinclair's on-site mystery shopping programs assess conditions, behaviors, processes and procedures that consumers experience when doing business with your organization. Our on-site mystery shopping delivers relevant, real-time information available 24/7 through your customized NetReports® web site. NetReports® presents your measurement data in a way your managers can clearly see what was done right and what was not, and they are provided the needed metrics to effect process improvement. Follow-up actions and employee training are made easier with our Action Trigger feature built into your reporting site.
Telephone Mystery Shopping Top
Sinclair's telephone mystery shopping programs assess your organization's telephone skills, which for many businesses offer the first interaction a customer has with the organization. Calls can be placed within each local market by local shoppers or from our call center - depending on requirements. All calls are recorded and made available in a summary form with attached playable MP3 sound files through your NetReports® web site.
Web Site Mystery Shopping / Web Site Testing Top
If you are considering revising your web site, developing a new site, or you simply want to know more than what your traffic analytics tell you, we can help. Your web site analytics may show you where people abandon your site however, we can tell you the possible reasons why they abandon your site.
We offer objective, in-depth site user analysis which, among other things provides a real-world assessment of first impressions of your home page, ease of navigation, customer service, search function, check-out / purchase, click stream analysis, and overall impressions. Sinclair's web site mystery shopping is convenient, informative and can be more reliable than pop-up surveys, focus groups or lab testing. Reports are available 24/7 through your online reporting web site, NetReports®.
Competitor Mystery Shopping Top
The level of service you provide your customers may be the deciding factor in whether your customers are loyal or they defect. To stay competitive you should regularly observe the customer service of your key competitors and compare it with your own. We can shop your key competitors using the same questionnaire we use for your own mystery shopping program so that you can fairly compare your service with theirs. Gain valuable intelligence on competitors' pricing, merchandising and promotions, and gain a realistic perspective on where you stand in the marketplace.
Benefits:
- Gain a comprehensive unbiased assessment of your front-line operators
- Track front-line performance in real-time through your own NetReports® web site
- Improve service through automated management tools in your NetReports® web site
- Measure the effectiveness of your new company initiatives
- Identify employee training needs
- Identify performance trends and opportunity for improvement
- Validate execution plans that are working
- Achieve greater revenue and increased customer loyalty
- Automated action triggers in NetReports® make training and follow-up other action easier
What You Get with a Sinclair Mystery Shopping Program:
Experienced project management team, custom program to meet your measurement requirements, high standards of quality and service, leading technology, advanced methodologies as well as:
- Custom mystery shop questionnaire
- Measurement and scoring plans
- Customized NetReports® online reporting system
- Program-Specific trained shoppers
- Program-Specific trained call center specialists
- Quality control validation programs
- Automatic e-mail can be sent to appropriate personnel upon completion of shops or based on other criteria
- Technical support for NetReports® web site
- On-staff team of analysts led by our doctorate level technical director
- Analysis of your program's metrics
- After-hours call center assistance
Learn more about NetReports® >>
Learn more about Sinclair's Mystery Shopping Programs>>
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