The retail industry can often seem like an obstacle course, impeded by extensive geographic
locations, diverse employee base, high employee turnover, lengthy hours of operation, and
shifted work schedules. With so many impediments the increase of risk and exposure is high.
Retailers not only must deal with loss prevention, safety, and security issues, but providing
excellent customer service must always remain top-of-mind in order to retain current customers
while attracting new ones.
Service Intelligence's mystery shopping service and compliance site evaluations can evaluate
front-line employee performance and adherence to policies and procedures, while our awareness
campaigns can ensure that associates comprehend and embrace your values, strategies, and expected
behaviors. Our evaluations can stretch across all stores in your chain along with distribution
centers, indentifying consistency, strengths and deficits, and then correlating data to tangible
recommendations that will produce the results you desire.
How Service Intelligence Makes Your Business Smarter
Service Intelligence's suite of integrated products and services can be customized to suit your
business. You select the questions that are most pertinent to your success, and we provide you with
tangible data and solutions that will enable you to achieve your business goals. We offer in-person,
online, and call center shops, and can also perform shops to gather competitive intelligence.
Customer Service
Store associates have the power to make a customer's shopping experience positive or negative. As
the face of your organization, associates represent your brand, therefore, their level of customer
service is integral to your overall success. Do your associates promptly greet customers? Do they
offer assistance? Are they knowledgeable of merchandise? Can they accurately and efficiently complete
purchase or return transaction? Do they portray and pleasant demeanor? Do they thank customers for
visiting even if they don't make a purchase? These are just a few of the questions Service Intelligence
can answer for you - let us measure customers' perception.
Safety
Retail workers, and even customers, face many hazards, from slips, trips, and falls to back injuries
caused by heavy or improper lifting. Do associates keep walkways and exits free of cartons, trash,
or fallen merchandise? Are there any protruding objects on shelves or racks that might be hazardous?
Do associates lift and move heavy merchandise according to your safety policy? Are fire extinguishers
and alarm systems up to code? Through mystery shops and compliance evaluations, Service Intelligence
can help to ensure you environment is safe and associates practice safe work practices to minimize
financial and reputational liability.
Loss Prevention
The retail industry is plagued by external theft from shoplifters as well as internal theft by its own
associates. Retailers lose more to internal theft than to burglary, robbery, and shoplifting combined.
Are your associates taking precautions to prevent theft - both internal and external? Are they cognizant
of any unusual behavior by their coworkers? Are they willing to speak up if such is observed? Do they
monitor dressing rooms? Do they remain within customers' line of vision? Do they remain within assigned
stations and engage with customers? With loss prevention objectives pre-established, Service Intelligence
can ensure loss prevention policies and procedures are observed to minimize shrink.
Security
Whether associates are working a day shift, evening hours, or closing the store, their security and the
security of the store should always be crucial. Are your associates following a few simple, but essential,
precautions to remain secure? Do they park their cars in well-lighted areas? Are all doors and gates locked
before counting the register? Do they report any uncomfortable or suspicious activity in the store or parking
area to security guards? Are bank deposits made in teams of two or with the assistance of a security guard?
Service Intelligence's awareness centers and communication campaigns are designed to match the unique needs
of your business, which, in turn, ensures associates will not only comprehend but embrace your program.
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