Mystery Shopping For Franchises

How are your franchisee sign-up and turnover rates? Are you aware of your brand's inquiry response times and their quality? These critical elements can determine whether potential franchisees choose to work with your brand or your competitors.

At Shoppers Confidential, we help you connect with your franchisees to ensure their relationship with your brand meets expectations. Satisfied franchisees act as promoters and evangelists, attracting new franchisees and customers. One of the most cost-effective and efficient ways to stay connected is through Voice of the Customer (VoC) surveys. In addition, regular mystery shopping audits allow you to measure customer experiences across all locations, ensuring your brand is consistently represented as intended.

Our comprehensive services also enable you to aggregate social media reviews and feedback for each franchise location, helping you track trends, reward top performers, and identify areas that need improvement. By combining several of our services, you can gain deeper insights and correlations, offering a holistic view of your franchise’s customer experience.

Our Mystery Shopping & Customer Experience Services for Franchises

1. Customer Sales & Service Audits

Our certified mystery shoppers act as your eyes and ears, visiting franchise locations as typical customers. They provide objective feedback, helping you understand the on-the-ground reality of your brand’s customer service and sales performance.

Do you truly know what's happening on the front lines when you're not there? A single employee's poor performance can hurt your brand’s reputation. Our detailed reports offer both objective and subjective feedback, giving you a clear and accurate view of your business from the customer’s perspective.

2. Brand Standards Audits

Maintaining consistent brand standards across multiple franchise locations can be a challenge. Our Brand Standards Audits use either secret or revealed mystery shoppers to evaluate how well each franchise adheres to your brand guidelines. Shoppers undergo micro-adaptive learning based on your specific requirements, allowing them to accurately assess each location. These audits can be combined with other services, such as internal audits and action planning, to provide a full picture of each location’s performance.

3. Competitor Intelligence Program

Want to know how your competitors operate? Our Competitor Intelligence Program gives you the inside scoop on their sales strategies, customer service, and overall operations, so you can refine your own approach and stay one step ahead.

4. Integrity Program

Concerned about shrinkage or franchisee integrity issues? Our Integrity Program helps you identify potential problems and develop solutions. Whether it’s fraud, theft, or compliance issues, we’ll work with you to safeguard your brand and maintain trust with customers and franchisees alike.

5. Online Comment Cards

Move beyond traditional paper comment cards with our digital solution. Our Online Comment Cards offer customers a convenient way to provide feedback, which is then automatically compiled into statistical reports. This allows you to compare franchise locations, rank them, and identify trends without manually entering and analyzing data.

6. Telephone (Customer Care) Evaluations

First impressions often happen over the phone, whether it's customers or potential franchisees calling with questions. Are your call centers handling these inquiries effectively? Our certified mystery shoppers assess everything from the greeting and tone to the accuracy and helpfulness of your staff's responses. Telephone evaluations are a vital tool in assessing customer care and franchisee communication.

7. Employee/Franchisee Rewards Programs

Recognize and reward your franchisees or employees for delivering exceptional service. Based on mystery shopping results, our Employee/Franchisee Rewards Programs allow you to acknowledge top performers and reinforce positive behaviors. Whether rewards are given on the spot or later, this program helps motivate staff to maintain high standards.

8. Employee/Franchisee Satisfaction Surveys

Your franchisees and employees are the backbone of your brand. Our Employee/Franchisee Satisfaction Surveys allow you to gather feedback directly from them, helping you understand their experiences and identify areas for improvement. Whether it’s suggestions for boosting morale, improving sales, or enhancing brand reputation, these surveys provide invaluable insights into the franchisee experience.

9. Website & App Evaluations

Your website and app are often the first interaction potential customers or franchisees have with your brand. Our Website & App Evaluations assess everything from user experience and ease of navigation to selling tactics and checkout processes. These evaluations can be conducted independently or as part of a broader omnichannel check-up, ensuring your digital presence meets the same high standards as your in-store experience.

10. Voice of the Customer (VoC) Program

Stay connected to your customers and franchisees with our Voice of the Customer Program. This program allows you to gather real-time feedback through a variety of methods, including QR codes, embedded links, and email surveys. Use the data to fine-tune your customer experience strategy and ensure your brand is meeting or exceeding expectations.

11. Social Listening & Reputation Management

Managing your brand’s reputation across multiple franchise locations can be challenging. Our Social Listening & Reputation Management service allows you to view and aggregate online reviews alongside mystery shopping data, helping you identify top performers and areas that need improvement. This all-in-one portal enables you to respond to reviews and create action plans to enhance performance across all locations.

12. SDK App Integrations

If your brand has a mobile app, we can integrate feedback collection into it using our SDK App Integrations. Geofencing and push notifications allow you to gather real-time customer feedback while offering incentives such as coupons or prize draws to encourage participation. This service is highly customizable, allowing you to create the perfect feedback loop for your business.

Why Choose Shoppers Confidential for Your Franchise?

At Shoppers Confidential, we understand the unique challenges of running a franchise. From maintaining brand consistency across locations to monitoring franchisee satisfaction, we offer tailored solutions to meet your needs. Our comprehensive range of mystery shopping and customer experience services ensures you get the insights you need to make informed decisions that drive growth and customer satisfaction.

Contact us today to learn how our programs can elevate your franchise and foster lasting success.