When it comes to quality control, we ensure that no stone is left unturned in the search to determine customer perception. Mystery shopping improves quality control and builds awareness of service drawbacks. In addition to maximising the potential for brand loyalty, the process results in upselling and cross-selling opportunities.

Our structured system allows managers to observe the process in its entirety, without affecting the outcome of the investigation. Meanwhile, mystery shoppers are trained to blend seamlessly within every individual store’s surroundings and rate every aspect of their experience in detail.

Once the findings are compiled and reviewed on our end, we present you with easy-to-follow steps and actionable insight into business performance and practices. Our research includes both subjective and reliably objective approaches, helping you assess the quality of your customer experience in varied circumstances. We analyse behaviours and develop detailed guidelines and standard operating procedures to respond to the findings.

We are constantly developing confidential benchmarking processes to deliver tangible ROI across the board. Our first step delves into quantitative and qualitative research of your business, after which we correlate our findings within a larger market or your specific competitors.

Our procedures are thorough, but that doesn’t mean you will have to wait longer. We offer quick deliverables and detailed insights to put you on the fast track to service excellence.

Review call quantity to representative behaviour, call handling time, resolution process and relevance; our call centre auditing process is geared and ready to help you identify customer needs.

The process begins with a briefing where you and our audit experts collect information, discuss strategy and identify your requirements. We offer clients the choice to forward us recordings or if you opt for our mystery shoppers to call your support centre, we record and analyse the conversation in-house. Our team identifies any issues and works alongside you to develop business processes and guidelines to ensure they are entirely resolved.

Lastly, we host a meeting with you to discuss our evaluation in detail and establish a well-informed course of action you can take.

With increased awareness comes tangible solutions and boundless potential. Our experts help you visualise customer experiences by converting them into journey maps; dynamic presentations that translate your strengths and areas of development into visible data. Our findings can be implemented automatically by generating SOPs supported by our research.

The main areas of focus include customer service, your day-to-day operations and the outcome for customers. We identify every phase and build on potential prospects to help you make practical and profitable decisions.

Not only does our team collect valuable customer feedback, but also use their expertise to interpret and transform the results into positive prospects for your business. The goal is service excellence, and the medium is expertly designed and targeted surveys.

We’re here to empower your marketing, product handling, and customer service ventures through actionable insights driven from real-time feedback. Using existing reviews and new data collected from our customer satisfaction surveys, we’ll turn your business into a powerhouse of satisfied customers.

Our sales handover quality control program allows companies to measure the handover process of big purchases. We get to the core of what the customer wants and, from there, escalate cross-selling and upselling opportunities.

There are a multitude of variables that could discourage conversions—banking, payments, maintenance, and handover. With our bespoke mystery shopping program, you can identify bottlenecks in the customer journey and steer your choices in the right direction.