Established 23 years!
SERVICES
Training & Motivational Speaking
Follow Us on Twitter
View Iour Linkedin Profile
The checks you made on our opening times have helped us to motivate staff to be there on time - first time – every time.
Pharmacy 100
We have engaged Benchmark several times to check on the way we answer the phone at three of our locations. The feedback has meant we were able to address staffing issues and attitudes
Burgess Supafeeds
Your call recordings helped us to evaluate the feasibility of moving the call answering into the Head Office
Rolawn
By mystery shopping our email system and requests for payment allowed us to expand our services into SMS which is far more productive
MPSGI
MYSTERY SHOPPING
I often use mystery shopping as a pre-course training guage of the education required – and then I often do the exercise again after the training in order to evaluate the results of the training.
This can be by:
Phone
I can check:
- response time (ie number of rings)
- the quality of the response
- the accuracy of the response
- the offer of help
- the help given
- the length of time to react
- whether the expectation matched the reality
Face to face
I can check:
- opening times
- enthusiasm and warmth of welcome
- quality of service delivered
- after care if returns made
- after care in relation to complaints
- whether expectation matched the reality
I can check:
- speed of response
- quality of response
- wording & phrasing
- pertinence and personalisation
- end results
- whether expectation matched the reality
01977 682900
