mystery shopping | the4groupuk.com
Tel: 0845 2961060..... Email: hello@the4groupuk.com
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  Mystery Shopping

Customer opinion is more sought after than ever by companies wanting to increase brand strength and enhance the customer experience, ultimately leading to improved brand profitability. With modern technology making it easier for customers to report poor customer service to a huge audience it is imperative businesses protect their reputations. Mystery shopping is one way to delve into the mind of the customer, providing insight into the customer experience.

Where to start

Whether you have an existing programme that needs a re-tweak, a complete overhaul, or you are starting a new customer insight journey, we are involved from the very beginning; the preparation stage. This gives us a more thorough understanding of your business needs, and provides a solid base to create results that stimulate change. Here are some common objectives of our mystery shopping programmes;

  • To measure compliance with company standards and KPI’s
  • Protect your brand’s reputation by highlighting KPI fails
  • To give context to heartburns identified by customers (often highlighted in customer survey results)
  • To provide clear regionalised results so individual managers can be alerted to non-compliance
  • To highlight internal missed opportunities (i.e. lack of add on sales etc.)

There are some considerations as to the mystery shopping methodology. Mystery Shopping has its own unique avenues, working well in different industries and companies for different reasons. There are many ways for your employees to communicate with your customers, and all need to be monitored to ensure company standards remain consistent across all channels. We offer the following;

Web Chat and Online Queries

  • - response times and content can be monitored and valuable insight gained
  • - employees often have to think quick and type everything they are saying…this is great for the customer, but can also be dangerous if an employee is not truly engaged and gets ‘carried away’ online
  • - this includes email and e-commerce queries

Recorded Phone Conversations

  • - a great training tool as recordings of excellent calls can be played throughout the organisation as ‘perfect calls’ and the employee in question rewarded with an internal incentive programme
  • - weaknesses in calls can be highlighted easily and training targeted for specific areas

Person to Person (walk-in)

  • - the ambience and environment of the branches can be taken into account as well as the appearance of employees on the front line
  • - the written analysis your receive is perfect for large scale operations

Video

  • - as with recorded calls you can witness customer service levels and brand consistency, this time by watching the video software footage, seeing if the mystery shopping customer experience mirrors your internal expectations and standards. Gaining an insight into the atmosphere and ambience of your business leads to in-depth customer insight.

A variety of these methods complement each other to achieve the high level of insight into the customer experience you require from your research results to drive change and strengthen relationships.

Research Results

Analysis is completed at the time of the call or visit, taking particular note of your KPI’s and core values. The eyes and ears of our expertly trained mystery shoppers make thorough real time reports ensuring accuracy of the moment. The quantitative and qualitative results are analysed and combined to give an overall view of your customer experience. Your dedicated key account manager can provide you with varying levels of reporting and analysis; raw data through to a board style presentation ready to deliver.

Flexibility is our key trait, and one we pride ourselves on. We constantly monitor campaigns to ensure the right questions are being asked, we are able to change direction at a moment’s notice

Mystery shopping improves customer retention, makes employees aware of what is important in serving customers on the front line and enforces employee integrity and knowledge. Whilst monitoring facility conditions and ensuring positive customer relationships on the front line it supports promotional programmes and their implementation, ensuring product and service delivery quality. To look at your companies perception of the customer experience versus the reality call 0845 296 1060 or email hello@the4groupuk.com

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I asked The 4 Group to help me out when I was growing my online directory. Mainly to do telesales calls and follow up on leads. Zoe was exceptional. Very organised, conscientious, hard working and produced some great results. Would highly recommend Zoe and The 4 Group to anyone wanting to expand business through marketing | Amanda Whaley, Owner Private Landlord Directory. I have referred Zoe to a number of my clients in the past and have always received glowing reports about her down to earth approach. The results achieved off-set the investment | Colette Lowe, Director of Chew PR. I asked The 4 Group to help me out when I was growing my online directory. Mainly to do telesales calls and follow up on leads. Zoe was exceptional. Very organised, conscientious, hard working and produced some great results. Would highly recommend Zoe and The 4 Group to anyone wanting to expand business through marketing | Amanda Whaley, Owner Private Landlord Directory. I have referred Zoe to a number of my clients in the past and have always received glowing reports about her down to earth approach. The results achieved off-set the investment | Colette Lowe, Director of Chew PR. Zoe has done a great job in training our admin staff and has always been punctual, informative and personable in delivering tuition | Andy Bodle, Director at Lodge Environmental Solutions Ltd. The 4 Group undertook a piece of telesales activity for the ATA Bradford whilst we were very much in our infancy. Not having the time to undertake telesales activity with the set up of a new business we contracted with The 4 Group to test the market place in terms of the offer and also to book warm appointments for the team. We were very satisfied with the results and would not hesitate to use The 4 Group again | Stacey Jobson | Director – ATA Bradford. I have been working with The 4 Group since September 2011 providing highly effective and efficient diary management services, booking appointments by telephone with clients, prospects and business associates. Not only have I been delighted with the way my time has been managed, but I am constantly receiving positive feedback, particularly from valued clients, about the professionalism and patience of The 4 Group. I have no hesitation in recommending their services for all forms of telesales | Clive Barwell TEP FCSI CFP Head of Later Life Advice at national IFA. Towergate Financial We work with The 4 Group on various projects including market research and ongoing mystery shopping. The 4 Group produce excellent results carried out with professionalism and speed. The reporting received is of a very high standard and I wouldn’t hesitate recommending The 4 Group services | Owen Whitehead, Marketing Director HSS Hire UK. Zoe has done a great job in training our admin staff and has always been punctual, informative and personable in delivering tuition | Andy Bodle, Director at Lodge Environmental Solutions Ltd

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