Mystery Shopping Programs for Franchises
From Franchise Management to Franchise Owner-Operators, we will be your #1 resource for your mystery shopping needs. We encourage you to contact us, and see what sets us apart from the rest!
Shoppers Confidential uses today’s cutting edge technology to provide you with the capability to generate reports, charts, and statistical information for all of your mystery shopping results.
We use state of the art software for all your report generating needs. All of your reports are available to you within 24 hours of the mystery shop being completed and this information is available to you 24/7.
No matter what type of franchise you own or operate, you’ll find a mystery shopping program that’s right for you. You may also want to browse our services by specific industry.
MYSTERY SHOPPING & CUSTOMER SATISFACTION SERVICES OFFERED
CUSTOMER SALES & SERVICE AUDITS
Our trained and certified mystery shoppers act as your eyes and ears. They’ll visit your establishment under the guise of a typical customer, and report back their experience.
Do you really know what’s happening on the front line of your company, especially when you’re not available? Just one employee’s poor performance could waste the millions of dollars you spend getting and keeping your customers. (Quoted by Baron Hilton of Hilton Hotels)
Your Mystery Shopping reports will give you a detailed, objective, and accurate view of your business from your customers perspective.
COMPETITOR INTELLIGENCE PROGRAM
Want the scoop on the competition?
Mystery Shoppers will shop your competition and provide you with the “competitive edge!” Compare your sales and service strategies and stay one-step ahead.
You sell alcohol or tobacco products?
Protect yourself, your employees, and your business. Ensure all government compliant Identification procedures are being followed appropriately, and as required. A mystery shopper (of legal age) but still under 21 (or 25) makes a purchase, and reports whether proper identification was requested.
Our Compliance Program provides invaluable peace of mind!
Do you have concerns about shrinkage or employee integrity issues that you’re not sure how to address?
We’ll work with you to develop a program to help identify and control the issue, and assist with incorporating a solution.
ONLINE COMMENT CARDS
Does your business offer customers the old paper method to express their thoughts to you?
Why not give your customers choice and the convenience of providing their comments online? You may then generate statistical reports from the information collected, and save you and your employees time having to manually enter and analyze the data.
DECOY AGENT SHOPS
An excellent choice for restaurants, bars, convenience, beer and liquor stores.
This mystery shopping program takes the Compliance Program one step further. *Agents and **Decoys visit your establishment together. A Customer Sales and Service audit is performed. The agent takes the lead by requesting an alcohol beverage or tobacco product, followed by the Decoy.
Are your staff serving minors simply because they are accompanied by someone of the age of majority?
*Agent = mystery shopper who has reached the age of majority in your province. **Decoy = minor who is approaching the age of majority.
TELEPHONE (CUSTOMER CARE) EVALUATIONS
Often the only chance you have to make a grade-A first impression is via the telephone.
Are your employees treating inbound calls as an opportunity, not as an interruption or nuisance? Our certified mystery shoppers evaluate the greeting, telephone manner, helpfulness, courtesy, and sales skills. Telephone evaluations are of immeasurable value to Call Centers and Retailers. Calls may also be recorded upon request.
EMPLOYEE REWARDS PROGRAM
Reward those employees who exhibit exceptional customer service!
This program entails Customer Sales and Service visits to your establishment. Once the mystery shopper has completed and gathered all of the information they need to know, the employee is approached and awarded. Rewards are limited only by your imagination…gift cards, movie passes, a pin or congratulatory certificate are some popular ideas.
Employee Rewards compliments your employee of the month program.
EMPLOYEE SATISFACTION SURVEYS
Learn vicariously through your employees’ experience!
Besides yourself, no one knows your company better than your employees. Are they happy? Do they have a great idea to improve morale and sales? Surveys are tailored to discover the information you need to maintain a successful employer/employee relationship. Surveys may be administered anonymously or otherwise.
Our certified shoppers visit your website and evaluate every element including selling tactics, checking out (purchase), returns, ease of use, and appeal to target audience/market.
VOICE OF THE CUSTOMER PROGRAM
Maintaining consistency from one franchise to the next is important in ensuring brand consistency. Be sure that your franchisees are maintaining that consistency with our Voice of the Customer program. We can gain data from customers visiting different locations and acquiring information from their visits.