| Service Intelligence’s
customer experience evaluation program offers your business
the ability to enhance your revenues, operations, and brand
equity. Learn how we are assisting clients cultivate the connection
between consumer intelligence and business opportunities.
Excelling at Customer Service
By utilizing mystery shopping and surveys, an organization
can evaluate their current customer service levels to leverage
the positive and make improvements. By tracking and trending,
you can find the peaks and valleys then focus on lower scoring
areas. For example, if you see a drop in service levels during
a certain time frame; you can adjust staffing or institute
specialized training. When employees are aware of the impact
of customer service, they begin to treat every customer like
a mystery shopper.
Improving Employee Sales Skills
Our shoppers capture directed observations and can assess
how your employees engage with them. Did the employee mention
current promotions or attempt to up-sell complementary products?
With specific data regarding sales skills, you can determine
where there is room for improvement. Then initiate training
that will produce a more responsive sales team.
Enhancing Brand Image
With so many locations, how can you ensure that your brand
is being used consistently? Directives from the corporate
office do not always end up as intended within the many stores.
With mystery shopping, you can have the eyes and ears of many
to interpret how your merchandizing, promotions, logos, signage,
and message are being portrayed. When inconsistencies are
recognized and pinpointed at specific sites, you will be able
to quickly remedy the situation.
Ensuring Compliance
Safety, Security, and Corporate Policy
Not only can mystery shopping and surveys evaluate customer
service, sales skills, and branding, they can also identify
if your stores are following correct protocol for safety,
security, and corporate policies. Your questionnaires can
include questions regarding exit doors, fire extinguishers,
or alarm systems to make certain that your locations are following
codes and regulations. You can also monitor corporate policies
regarding employee dress, nametags, and standards of conduct.
Being aware of the environment within all your locations helps
you best ascertain how to best communicate with employees
and what type of training will be most effective.
Health and Environmental
In addition to company policies regarding the correct way
to prep food or handle products, regulations are also in place
to keep customers out of harm’s way. Our shoppers have
the ability to observe several factors to ensure health and
environmental practices are in place including: environmental
condition assessment, temperature measurement, recycling or
waste removal, cleanliness of employees, and correct usage
of gloves or other materials during work hours.
Tobacco and Alcohol Sales
A 2007 research study reveals that one in every 10 tobacco
products purchased in a convenience store is sold to a minor.
This startling fact has all petro-convenience chains on its
toes, as penalties for selling to an underage customer range
from monetary to even revocation of a tobacco license. Penalties
for selling alcohol to those under the legal age are even
steeper, with the possibility of jail time as punishment.
With these serious consequences and the threat of damaging
your chain’s reputation, you need extra protection.
Mystery shoppers can identify if your employees are performing
due diligence by checking ID when customers purchase these
items. Be sure your stores are in compliance before punishment
becomes a reality.
Product Quality
When customers enter one of your locations, they expect the
quality of the food or merchandise to be consistent with the
other experiences. That expectation can sometimes turn into
disappointment if the quality has been jeopardized. Mystery
shopping and surveys can gauge the quality of products at
every location. With these results, you will be able to determine
which areas may need additional training on food preparation
or those areas that may need to reevaluate their inventory
practices because of merchandise always being out of stock.
Ensure your customers always get the quality they expect and
deserve.
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