We help companies evaluate the quality of their customer services through telephone, e-mail and text chat mystery shops. Mystery shops provide immediate and useful feedback to management and employees. Mystery shops can be used for incentive programs, performance appraisals and to monitor etiquette, efficiency, accuracy and thoroughness. Mystery shops can also be used for training (to encourage the communication skills and critical thinking which lead to increased sales and profitability) and to ensure company policies and practices are being adhered to and effectively communicated.

We also help businesses understand their customers’ expectations and perceptions through telephone and web-based surveys. Customer surveys can be used to increase awareness about the demands and needs of the marketplace, to evaluate the sufficiency of business processes, to identify and improve service weaknesses, to promote customer loyalty, and to increase the return on investment and cost effectiveness of customer service commitments.

We also conduct market research for business projects unrelated to customer service or satisfaction. Through telephone and web-based data collection and analysis support, we help companies obtain answers to a host of business questions. Common requests include: Competitive Shops – monitor providers of similar goods or services for pricing, benchmarks or other information; Trend and Influence Predictions - identify unique customer touchpoints; and Market Potential Surveys – determine how new or contemplated products, services, or business changes will impact customer behavior.

We pride ourselves on doing what we are asked to do within the timeframe we are asked to do it. Our clients should expect prompt response times, personal contact with managers, and a good return on investment for their research efforts.