Our mystery customer programmes will motivate your frontline team by allowing them to focus on the consistent delivery of the service standards that matter most to your customers.
Using your key areas of focus as a starting point, we’ll identify and analyse your relevant customer journeys and look at what mechanisms are already in place to measure service delivery at the various touchpoints in those journeys.
Next, we’ll identify the best channels for our mystery researchers to use when conducting their research – face-to-face; over the phone; online, or a combination. We then develop a bespoke questionnaire for our team of mystery researchers.
From our panel of over 5,000 experienced, quality-tested mystery researchers, we’ll select those who match your customer profile. That way they’re measuring against realistic expectations but with an unrivalled eye for detail and objectivity.
And the three things all our researchers have in common are:
The outcomes of our mystery guest programmes are simple:
- Greater consistency in service delivery
- Improved conversions of sales opportunities
- Improved operational efficiency
We’ll go to great lengths to discover what you did during the experience to influence these outcomes, and we’ll feed it back to your team so they remain focused on delivering the key aspects of service that drive loyalty, advocacy and spend.
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“We appreciate the more personal touch we get from the Service Science team as they really make the effort to understand our business. Having a consistent point of contact helps to maintain that great relationship and ensures our requirements are met.”
– Managing Director, Northcote Leisure Group.