Is the service your customers receive better or worse than they expect?
Is the service you provide better or worse than your competitors?
Do you know if the rates you charge are competitive and are you losing out by over or under charging?

What's the Secret to Keeping Your Customers Happy?

Good customer service is vital in keeping your customers happy and mystery shopping is a recognised method of measuring and monitoring customer service. We use carefully selected mystery shoppers to go into your place of business and appear as normal customers to evaluate the quality of service.

In today’s difficult economic climate customer service is more crucial than ever and can give you the advantage you’re looking for and a mystery shopping service could provide the essential difference between you and your competitors.

Most companies these days see their customers not in terms of a single purchase but look at the value to the business of that customer over their lifetime.

Considering that very few customers take the time to complain, or complete evaluations forms - it's not surprising that these silent customers simply quietly go elsewhere to spend their money without anyone really noticing or understanding why.

In an age where the needs of an ever demanding market place are placing increasing strain on service levels, you simply can't afford to make mistakes when it comes to customer service.

If you can keep your customers happy your business will thrive.

So, how do you know whether your service levels are good enough?

How do you know you are at least as good as your competitors and how do you know your business is not only meeting the needs of the customer, but of the business itself?

The only true way is to view it through the eyes of your customer.

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Testimonials

The Secret Service: Testimonials

The true value of this programme has been the ability to gauge the performance of our business in the UK from a customers’ perspective. There is no doubt that the findings have been extremely valuable in enabling us to identify specific areas that needed attention and focus, so as to improve the stores’ performance from a customers’ perspective, which at the end of the day, is the one that counts the most.

The Secret Service has helped us shift to a new level in developing our performance in the most important area of our business that directly benefits our customers.

I would highly recommend a Secret Service programme to be used as an integral tool in enhancing your customers’ experience of your brand - Fiona Wood – Managing Director