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The essence of employing a retail mystery shopping service is to evaluate the customer experience your business delivers. You want to know how your employees engage with customers on a day-to-day basis. Your staff are your brand representatives and how they treat consumers affects the way customers see your organization as a whole.
How do employees treat customers in a typical day? How about during peak hours or peak season when customers swarm the store? Do they treat regular patrons differently than newcomers? How do they deal with irate customers?
Retail mystery shopping delivers real-time data that provides valuable insight to decision makers. SeeLevel knows that time is of the utmost importance, and we quickly and effectively implement programs using a wide range of customer experience scenarios. The analyses, reports and dashboards enable decision-makers to make appropriate changes.
SeeLevel HX has highly experienced mystery shoppers who are able to objectively assess the KPI’s important to your brand and provide you with a customer’s perspective on your staff’s actions and behaviors. You can use our feedback to reward good behaviors through a reward program or you can develop training courses that will bolster your CX service.
SeeLevel HX understands retail like no other and knows how to design and execute industry-leading Customer Measurement programs. We bring you decades of experience designing and executing custom programs using a wide range of tools.
SeeLevel HX offers retail mystery shopping services that can measure employee compliance at all stages of customer interaction.
We have demonstrated our ability to deliver drastic improvements in employee compliance within a very short timeframe. Using techniques like instant rewards and positive feedback, we’ve been able to turn around front line behavior for our clients in a matter of weeks.
We value discretion which is why we devise programs that do not interfere with daily operations or employee relations.
All your stores but one are hitting expected revenue targets. There have been issues reported by a number of employees at this underperforming store that lead to loss of sales. What you need now is to understand where the difficulties lie so that you are able to work with your employees to improve the stores’ performance.
Our retail mystery shopping services can be used to look into Loss Prevention issues as well. We help identify the issues that cause customers to leave your brand.
SeeLevel HX can work directly with your human resources department in order to understand execution of training programs on the ground and at the point of sale.
It’s not only your business that can be assessed by our retail mystery shoppers. SeeLevel HX also offers a way to give you a comprehensive report on how your competitors are doing in terms of customer service, pricing, promotions and products.
We give your business an edge by identifying the strengths and weaknesses of your own brand and your competitors. Benchmarking your performance with competing businesses can help improve your brand’s overall performance and provide strategic direction. Understanding the landscape allows you to invest wisely and direct the future of the business strategically.
Every brand has their own operational standards that must be followed in all stores, whether company-owned or franchised.
SeeLevel HX’s retail mystery shopping services can be used to objectively assess brand compliance among your chain stores. We can help evaluate practices for handling money, food safety, inventory control, material promotion, and most importantly, customer service.
Ensuring brand consistency across all stores encourages compliance to brand standards which results in higher customer loyalty.
Telephone lines are quite effective for handling customer complaints. One of our retail mystery shopping services delves into assessing this communication channel to ensure that customer concerns are handled properly and in the most effective manner.
Customer representatives are trained to handle these complaints and we are here to evaluate the way that they were trained. Often we focus on the handling of irate customers, answering questions, escalating issues and promoting brand offers.
Websites and social media are now the main sources for accessing information about a brand. They have also become excellent avenues for taking in queries and feedback from consumers. It is safe to say that your online presence has become a major force in driving customer satisfaction.
SeeLevel HX offers retail mystery shopping services exclusively for assessing online performance, user friendliness, user experience and efficiency. Customers believe your business should treat physical and online interaction with the same level of importance and we are here to help you meet those expectations.
We use the UX metrics appropriate for your brand in conducting our surveys for online channels. This enables us to identify areas that you can capitalize on and weak points that you should to improve for a seamless online customer experience.
A brand’s success doesn’t rely solely on product quality and customer service. Location and shop design both play an important role in brand satisfaction. The colors of the wall, the lighting, the space, the arrangement of shelves, and even the scent of a store all affect customer experience.
The location and the store’s ambiance should mirror each other to give customers the experience they’re expecting to receive. Our retail mystery shopping service can help ensure your shops utilize the right combination of both.
Employing best practices
Measuring customer satisfaction is no easy task, which is why we use an wide variety of tools. We incorporate a broad range of considerations and scenarios in our programs and deliverables.
We incorporate widely used metrics that capture the essence of human experience without overcomplicating it.
Our market research service doesn’t end after our mystery shoppers exit your store. It’s our responsibility at SeeLevel HX to make your CX service better through performance feedback and insightful guidance.
Aside from reliable statistics and digestible infographics, we include actionable insights in our reports which you can readily apply to your organization. You can incorporate these insights into your strategic decisions to create more customer-centric campaigns and products.
Timely data delivery
SeeLevel HX understands how vital time is in delivering data for decision making. Our retail mystery shopping service can be deployed even in the narrowest time frame required by our clients.
We see to it that our reports are delivered in a timely manner to enable decision-makers to apply the necessary improvements in the quickest time possible.
Our 650,000 mystery shoppers are ready to measure your customer experience and improve your bottomline!