We will work closely with you to design a Programme that reflects your actual business priorities and customer service needs. Your input will be crucial to the definition of the agreed service standards to be assessed.
When setting up a new Mystery Customer Programme you can use the FP Reviews suggested standards as the starting point for modification to suit your individual needs. Alternatively you can provide FP Reviews with the details from your Standards of Performance Manual / Training Manual and we will devise from there the report content on standards to be assessed during a Visit or Call.
Services available include:
SALES/CUSTOMER SERVICE TEST CALLS & EMAIL ENQUIRIES
With a Test Call Programme normally what would happen is, our trained Mystery Callers make an enquiry, either by telephone or via your ‘Contact Us’ page on your website, to find out how well, or in the case of an email enquiry, how quickly the Sales Team respond.
Also and probably most importantly of all, how well they follow up the enquiry with the information they send out and follow up telephone ‘chase’ calls. All Test Calls can be backed up with an audio recording, where required (terms and conditions apply in accordance with data protection laws).
SALES APPOINTMENTS & SHOWROUNDS
This service is very similar to Test Call Service however this involves sending trained Mystery Customers, of the right profile, into your business for a face to face sales appointment. As well as assessing the sales skills of the team member, we can also assess the venue / property appearance and the welcome received upon arrival from Reception team members.
HOTEL OVERNIGHT VISITS
This involves sending trained Mystery Guests, of the right profile, into your hotel to assess the welcome and hospitality of the staff, the efficiency of the service, suggestive selling techniques, product knowledge, cash handling/billing processes, cleanliness and hygiene and the quality of the food.
RESTAURANT & CATERING VISITS
Trained Mystery Diners, of the right profile, are sent into your restaurant, pub, café or fast-food outlet to assess the welcome and hospitality of the staff, the efficiency of the service, suggestive selling techniques, menu/drinks knowledge, cash handling/billing processes, cleanliness and hygiene and the quality of the food.
RETAIL VISITS / POS STORE CHECKS
Our trained Mystery Shoppers can either just make an enquiry or request advice and help on choosing a product, or do this as well as making a purchase to assess all aspects of your frontline customer service. When purchases are made, they can either be incorporated into the Visit Cost, or be returned to a designated point, e.g. central office, or returned to the store and the refund process also be assessed.
We also offer a price checking and POS audit services.
We offer Mystery Customer Programmes for all Service related operations but specialise in the following Sectors:
- Restaurants and Catering Operations
- Public Houses / Gastro Pubs
- Exhibition Centres
- Call Centres
- Retail – High Street and Luxury
- Commercial Businesses
Whatever your market sector is, we will work closely with you and will adapt reporting content to ensure your Mystery Customer Programme works for you and your team in Helping to Maximise Your Frontline Performance.