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.