Since 1987 Sinclair's mystery shopping (AKA secret shopping, service measurement) programs have played a key role in helping organizations improve and maintain high levels of of front-line execution resulting in better service for their customers. Sinclair tailors each mystery shopping program to meet the measurement goals of the client and provide the analysis required to fuel improved unit operations and customer service. Learn More >

If business measurement efforts do not result to more confident management decisions, then the measurement has no real value.

Sound measurement requires an commitment to quality and constant attention to detail, the marrow of every Sinclair measurement program. Tapping into extensive experience we have developed proprietary systems for better shopper selection and management, reporting, and analytics. It is Sinclair's clients' that have used other, less capable, programs in the past that are most impressed with our service measurement. If you recognize the value in good measurement then you are sure to appreciate the benefits of Sinclair's methods.

Our capabilities and experience are reflected in each of our mystery shop offerings. The one that is right for your organization depends on measurement objectives and budget.

Sinclair's measurement specialists will design an ideal program to address your measurement objectives and meet your budget. Every program benefits from our national network of carefully selected mystery shoppers, sophisticated data collection applications, Sinclair smart sheet validation, analysis and reporting. Over the past fifteen years mystery shopping has proven itself to be a valuable corporate tool, essential to managing and improving effective operational execution.

Our program development process is meticulous in its attention to detail. From shopper selection, training, and management to designing a measurement schema and then modeling it all before the first shop is completed. If you are considering a mystery shopper program or you currently have one in place, it will be well worth your time to speak with one of our measurement consultants regarding your organization's measurement objectives. Following, is a list of the various type of mystery shopper programs we conduct.

On-Site Mystery Shopping

Sinclair's on-site mystery shopping programs assess conditions, behaviors, processes and procedures that customers experience when doing business with your organization. The methods employed in conducting on-site mystery shops can vary greatly depending on corporate goals and objectives. Learn More >

On one end of the spectrum requirements may dictate audit-type measures of store compliance and require shoppers provide digital photos and take precise measures of product attributes, such as temperature, weight, etc. At the other end of the spectrum the shop can require a customer orientation - with the measurement objective being to capture the experience through the perspective of a customer. Or, as many shops do, address a combination of objectives requiring both compliance and experience measures. We tailor each program to meet the measurement objectives of the client. Our experienced team of professionals ensure that questionnaires, measurement and scoring plans, and shopper management systems deliver an on-site shopper program that will provide high quality, actionable information.

All Reporting Is In One Place

Our on-site mystery shopping delivers real-time information available 24/7 through your NetReports® website 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 and NR e-CoachTM built into your reporting site.

Video Mystery Shopping

Sinclair's discrete video mystery shopping captures the entire customer experience from start to finish, completely undetected by those being shopped. Our hidden camera captures facial expressions, attitudes and processes that make for an excellent training aid. Many business have found it useful to target specific units with video shops, i.e. select high and low performing units, to use as an effective training tool.

Telephone Mystery Shopping

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. Learn More >

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 sound files through your NetReports® web site.

Competitor Mystery Shopping

How do your competitors perform when measured against your performance criteria? Many Sinclair Clients chose to measure their direct competitors at the same or at a lesser frequency than they measure their own stores. Learn More >

A reason for this is that NetReports has the ability to run head-to-head comparisons between an organizations own units and the closest geographic competitors. Clients find this extremely insightful and the level of reporting allows managers to see how they stack up against their nearest competitors on various points of performance.

Measure:
  • Operational compliance
  • On-site branding and merchandising
  • Staff appearance, friendliness and engagement
  • Up-selling of products and services
  • Wait and service time
  • Overall quality of service
  • Sales force effectiveness
  • Product availability and placement
  • Cleanliness and general appearance of location both interior and exterior
  • Cleanliness, functionality and stock condition of restrooms
  • Overall on-site customer experience

Benefits:
  • Gain a comprehensive unbiased assessment of your front-line operators
  • Track front-line performance in real-time through your 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 easier.

Being in the service measurement business, we hold ourselves to the same high standards of service that we measure for our clients. If a mystery shop is deemed invalid, we will provide the client with another mystery shop as soon as possible at no additional charge. All expenses must be paid by the client such as reimbursable shopper fees. Contact one of our measurement consultants for more details.

If you'd like to hear more about the services we can provide your company, please call to speak with one of our Measurement Consultants: (800) 600-3851 or email us: info@emailsinclair.com

You're In Control With NetReports®

NetReports® is Sinclair's proprietary online reporting system that comes with every Sinclair mystery shopping program.

View all your mystery shopping and customer satisfaction data in your own customized reporting website available 24/7. Learn More >

NetReports® has the depth and flexibility to provide each user exactly what they need, from executive overviews to unit-level reports with all the latest analytics and reporting tools.

With NetReports® you get what other third party reporting services charge extra for. Moreover, if there is any custom reporting our NetReports® does not currently provide it is likely we can create it for you at no extra charge.

A Few Features of NetReports®:
  • Action Plan Tracking
  • Ad Hoc Reports
  • Advanced Analytics
  • Automatic Report Updates
  • Color Coded Tracking of Viewed Reports
  • Customizable Dashboards
  • Customizable Skins
  • Executive and Managerial Views
  • GeoMaps
  • Graphical and Tabular Views
  • Multivariate Analysis
  • Social Media Monitoring
  • Text Mining with Sentiment Tracking
  • Triggered Alerts
  • Performance Ranking Reports
  • Performance Trend Reports
  • Reports Can be Printed and Emailed
  • Zoom Function on Graphs

Customized Employee Training

NetReports' e-Coach™ automatically delivers store-level training to locations performing below standards. e-Coach™ delivers alerts through email and/or reports to managers and specific store employees that directs them to customized training modules. Training is online and can be augmented with photos and video. Verification, status reports and tracking is provided to management for follow-up.

Find Hidden Opportunities for Service Improvement

If your service scores have flat-lined or if your customer satisfaction scores are low and your customer service scores are high, this program is for you.Sinclair's proprietary DiMetric® Scoring provides different service measurement information than conventional compliance based mystery shopping programs. DiMetric® scoring also distinguishes between service levels that just meet minimum requirements and those that excel.