The Health and Fitness and Gym market can be highly competitive. Customers are constantly offered new promotions and incentives to become a member. Create a Customer Service Audit Program to ensure that you are keeping up with your customers expectations and converting them into evangelists for your business too! We can create a custom insights program for everything from health and gym facilities to weight loss management centers. We will work closely you with to create a customized customer service survey program optimized to give you the information you need.
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. This survey information is available to you 24/7 within your custom portal. This allows you and your team to view reports and generate custom summaries anytime. We also offer Action Planning built into your surveys to quickly identify and action your missed KPI's and strengthen your culture of continuous improvement.
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?
Our Mystery Shopping Program will shop your competition and provide you with the “competitive edge!” Compare your sales and service strategies and stay one-step ahead.
INTEGRITY PROGRAM
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.
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
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 can either be rewarded on the spot by the mystery shopper, or rewarded at a later date.
Rewards are limited only by your imagination. We can help pick the perfect reward for you.
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.
WEBSITE EVALUATIONS
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
Make sure that your customers keep coming back to your gym or fitness class by finding out exactly what your customers are feeling. With our Voice of the Customer program, we can gain a greater sense of the customer experience so you can adjust where needed to ensure repeat visits.
SOCIAL REPUTATION MANAGEMENT
Correlating the online reviews and customer feedback with your Mystery Shopping program has never been simpler with our all-in-one portal. View and aggregate data from your Mystery Shop program and your online reviews and feedback in one place. Respond to and interact with your reviewers while examining the data. Reward and celebrate your top performers while creating action plans within the system to help all locations rise to the top.
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