Over thirty years experience makes a difference! Thousands of In-Touch Shoppers, extensive geographic coverage and program design expertise help you monitor performance across your retail operations.
Business Value of Mystery Shopping
Our trained shoppers discretely collect and report data on key aspects of your business using advanced mobile technologies. By closely simulating your customer behavior, the shoppers focus on evaluating customer service training, sales skills, and adherence to the key corporate standards that comprise your brand.
In-Touch Mystery Shopping solutions are a perfect marriage of business and technical expertise. We will work with you to develop a custom Mystery Shopping program that will:
- Capture standardized, consistent information that can be easily translated into meaningful Key Performance Indicators comparable across operational regions and over time
- Provide management with critical feedback on process gaps and training requirements
- Standardize performance evaluations in multiple streams (e.g. mystery shop, overt audit and customer spending) that can be combined into a powerful holistic view of your customer's experience
The In-Touch Difference
With decades of collective experience, we have amassed the best of industry practices, which we now make available during the design phase of your Mystery Shopping program:
- By working with you on the shop questionnaire and shop process design, we help you generate meaningful results from the Mystery Shop and minimize two of the greatest challenges of on-site field research and Mystery Shopping: Pernicious Error and the null-result scoring problem.
- Being at the forefront of mobile web development, we augment your Mystery Shopping programs with state of art technologies and social media features that underpin the new Mystery Shopping paradigm. This allows us to significantly decrease the chance of data input error and increase the speed at which you receive your results in the self-serve online reporting system that equips you with drill-down analytical tools. In other words, your Mystery Shop program generates Perfect Information, Instantly.
- But our greatest pride is in our Mystery Shoppers. We have a large team of In-Touch-certified specialists in all corners of Canada, even in some rural locations you may have never heard of. All our shoppers constantly hone their skills through our multi-phase training process, which augments their proven skills with new online techniques. As a result, we can boast a stellar overall shop completion rate and an excellent shop quality record.