Sometimes surveys are not enough to gather feedback on a company’s performance – sometimes you have to go ‘undercover’ to find out what your staff are doing.
Since Benchmark introduced this service, our staff have been English and continental tourists, landscapers, private home owners, garden centre owners, first time home buyers and dog lovers. And that is only a small list of how we have changed our persona over the years! Mystery shopping can either be fed back to you qualitatively or quantitatively – depending upon your preference.
Sometimes it is good to get some statistics on how many rings before they answer a ‘phone, how long before they return a voicemail message or their speediness of replying to an email request. All this can be presented graphically or in a spreadsheet – and better still it can be done on a regular basis, highlighting challenging areas which need addressing.
However, sometimes you want the ‘gut reaction’ of how someone deals with you
Do they make you feel important when you contact them?
Do they listen to what you require?
Matching their product and service to your needs – better still – do they go the extra mile?
No statistics can demonstrate this, but with Benchmark’s digital recording system, all this can be presented with a full analysis with recommendations.