Mystery Shopping Services / Compliance Audits / Customer Satisfaction Surveys

Mystery Shopping Benefits and Process1. Help improve customer service and loyalty2. Identify areas of business weakness through research3. Understand business opportunities4. Build staff competence and improve through training5. Boost sales performance and increase profitability

Recognise great performance and reward your staff.

Mystery Shop Visit Types

Combined Mystery Shop Programme

In StoreOnline By Phone

Methods of Measurement

Universal Online Dashboard

Audio Recording

Video Recording

Written Reports

Understand Overall Performance

Review the Data

Identify Operational Issues

Identify Staff Issues

Link to Sales Performance

Correlate Performance Data back to Mystery Shop Scores

Quickly drilldown to see area performance focusing in on the areas which require the most urgent attention.

Mystery Shopping Services / Compliance Audits / Customer Satisfaction Surveys

Net Promoter Score (NPS)The Net Promoter Score is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company's products or services to others.

Mystery Shoppers can be asked to give a score from 0-10 to help build the NPS Score for the programme.

Train - Mentor - Coach and Reward

Training can be distributed to staff using a fully auditable online manager action plan, helping you to improve on service performance over time. Giving everyone the ability to achieve key targets

The results of the mystery shopping exercise will allow managers to focus on the key elements which impact the overall performance.

For more information on these slides or for more information on mystery shopping in general please contact us on enquiries@tern.co.uk - Telephone - 01939 235555 or via the website www.tern.co.uk