Mystery Visitor

Astute customers are increasingly leaving or not entering business "relationships" due to the lack or poor quality of customer service or service level breakdown. Worryingly for companies, nine out of 10 of dissatisfied customers will never complain if they are unhappy. They simply up and leave, taking their business with them.

If you currently use customer feedback forms or surveys to measure customer service quality, then you recognise the importance of customer's opinions.

However, these are limited in capturing the true feelings of customers who don't complain or voice an opinion.

Ispy analytics offers a mystery visitor service which is customised to fit the needs of every project. It enables companies to monitor the intangible elements of their businesses through regular sampling of your customer service activity.

Our service allows you to:

• Monitor the "real" experience of your customers

• Provides unbiased and objective third-party feedback

• Allows the client to monitor body language, tone of voice and other subtleties of staff and contractors

• Provides a powerful tool to ensure your customer service levels are consistent

• Ensure if levels have dropped appropriate corrective action can be taken immediately

Where could You use Mystery Visitors

• Exhibitions – monitor the effectiveness of your exhibition staff and contractors to ensure you get the ROI you require from your investment

• Benchmarketing – enables you to make objective comparisons between your business and that of your competitors.

• Training – use video shot during mystery visits as a training aid to show your staff to see both the best and worst ways of conducting themselves.

• Outbound telephone – calls can be made to check standards and quality of your staff your telephone activity including quality of call centre, website ordering, customer service lines, specific departments. A taped recording of conversations will be available to help train your staff