How well is your frontline really performing?

Whenever customers come into contact with your frontline team – whether face-to-face, by telephone or website – there is an opportunity to cement a customer relationship, or to destroy it. Business owners and senior managers hope that their staff are following procedures and service training, but cannot be there to oversee them all the time. Customer Feedback has a role to play but an independent, objective view on actual performance can be so much more powerful. A high quality Mystery Shopping Programme will assist organisations in gaining a clearer understanding of their customer experience, and how to action plan for improvement.

Mystery Shopping can add value to any business that involves interaction with customers, regardless of sector and channel. It can be used to investigate a wide range of disciplines at both an operational and strategic level, to measure the success of training programmes, sales/marketing initiatives or as a constant temperature check of the end-to-end customer experience. No other research methodology can claim to offer objective feedback on performance at every level of an organisation, or to have the potential to add value across so many key support functions.