As the population ages and heads toward retirement, standing out from the competition is more crucial than ever. Whether your business is in retirement homes, vacation services, healthcare, treatment centers, or end-of-life services, Shoppers Confidential offers tailored mystery shopping programs that provide insights into your business or your competitors. Our services also include watchdog and third-party auditing programs to ensure that your business is meeting or exceeding industry standards.

Catering to the senior and retirement-aged community requires a deep understanding of customer needs and performance. We can engage shoppers who fit the demographic profile necessary to evaluate your or your competitor’s business. All our mystery shoppers are certified and trained to ensure they are the best fit for your surveys.

Our state-of-the-art software allows you to access reports within 48 hours of the mystery shop’s completion. You can view the data 24/7 through your custom portal, allowing you to analyze performance and identify areas for improvement in real time.

Services We Offer for Senior & Retirement Businesses

1. Customer Sales & Service Audits

Our certified mystery shoppers act as your eyes and ears, visiting your business as typical customers. They provide detailed, objective reports that give you insight into your front-line operations and the customer experience. One employee’s poor performance could have a significant impact on your business, and our reports ensure you stay informed.

2. Competitor Intelligence Program

Stay ahead of the competition by learning what they do well and where they fall short. Our Competitor Intelligence Program provides insights into your competitors’ sales and service strategies, allowing you to adjust your approach and gain a competitive edge.

3. Integrity Program

Are you worried about shrinkage or employee integrity, particularly in industries that cater to vulnerable populations? Our Integrity Program includes on-site mystery shops, call evaluations, and email or text inquiries to uncover and address potential issues.

4. Telephone (Customer Care) Evaluations

First impressions often happen over the phone. Our mystery shoppers evaluate how well your employees handle inbound calls, assessing greeting, tone, helpfulness, and sales skills. This is especially useful for hotlines and call centers serving the elderly community.

5. Employee Rewards Program

Recognizing and rewarding employee performance is key to maintaining a positive work environment. Our Employee Rewards Program evaluates customer service interactions, allowing you to reward top-performing employees either immediately or at a later date, boosting morale and encouraging excellence.

6. Employee Satisfaction Surveys

Your employees are crucial to your business. Our Employee Satisfaction Surveys gather insights into their experiences, helping you understand how to improve morale, foster loyalty, and maintain a successful employer-employee relationship.

7. Website Evaluations

Our certified mystery shoppers review every element of your website, from ease of use to online transactions and customer service. This helps ensure that your online presence meets the expectations of senior users and promotes a seamless experience.

8. Voice of the Customer Program

Our Voice of the Customer Program helps you gather valuable feedback from your clients, ensuring that they are satisfied with your services. These surveys can be conducted through various methods, including QR codes, email, web links, and on-site kiosks, providing flexibility for you and your clients.

9. Social Listening & Reputation Management

Manage your online reputation with our all-in-one portal, which integrates mystery shopping results with online reviews. Monitor and respond to customer feedback, reward top-performing locations, and create action plans to improve overall performance.

10. SDK App Integrations

If your brand has an app, we can integrate surveys and mystery shopping evaluations directly through it. Our SDK technology allows you to engage with customers in real-time through push notifications and geofencing, and offer rewards such as coupons or prizes.

Shoppers Confidential is your go-to resource for all customer experience and performance insights in the senior and retirement services market. Contact us to see how our programs can help you stand out and maintain excellence in your industry.