Phone, Web Inquiry and Quote Response Audits Across Canada and the US
Find out what happens when a customer reaches out.
Most buying decisions start with a call, a web form, an email or a chat. If nobody answers, the quote is unclear or the follow-up never comes, that customer moves on to the next name on the list and you never hear about it. Our inquiry and quote response audits show you what a real prospect experiences at each location, from first contact through follow-up, so you can fix the gaps that cost you sales.
Every result comes from a real person calling, emailing or requesting a quote, not a survey panel or estimated data.
Every audit is verified through our quality control process.
What We Do
Every inquiry audit program includes:
Mystery calls, web forms, emails and chats from certified shoppers posing as real prospects
Response time tracking, from first contact to first reply and every follow-up
Recorded calls where permitted by law, plus screenshots of emails, chats and quotes
Scoring for greeting, needs discovery, product knowledge, quote clarity and asking for the sale
Results by location, region and channel, so you can see where leads slip away
Choose Your Program Style
Start small with a benchmark, or build an ongoing program. Inquiry audits can also run alongside our mystery shopping programs.
Inquiry Snapshot
A one-time benchmark of five to ten locations using the same scenario, so you can see where you stand before committing to a program.
Quote Response Benchmark
Shoppers request a real quote and track how fast it arrives, how clear it is and whether anyone follows up.
Ongoing Inquiry Programs
Monthly or quarterly calls and online inquiries that show trends, track improvement and support staff coaching.
Every missed call is a customer you paid to attract.
Inquiries We Test
We test any business that wins customers through calls, forms or quotes. Common programs include:
- New customer and new patient phone calls
- Website contact forms and quote request forms
- Email and live chat inquiries
- Appointment, consultation and tour booking
- Quote and estimate requests, including follow-up calls and emails
- After-hours, voicemail and call-back handling
- Competitor inquiry shops, to compare your response with others in your market (see our competitor intelligence)
How Our Inquiry Audits Work
Our shoppers are certified independent contractors, matched to each program and rotated so the same person isn’t contacting the same location every time. Each one follows a consistent scenario, so results are fair and comparable across locations.
Calls are recorded only where permitted by law. Emails, chats, quotes and screenshots are always captured, so your managers can see and hear exactly what the customer experienced. Every report is checked by our quality team before it reaches your portal.
Want every call scored? Recorded calls can also be analyzed with our AI call analysis.
What We Evaluate
How an Inquiry Program Works
Frequently Asked Questions
Find out where your leads are going.
Tell us about your locations and how customers reach you. We’ll connect with you within one business day to talk through your program and build your free quote.
See our mystery shopping programs, our quality control process or our work with franchise brands, or email us at hello@shoppersconfidential.com.