Secret Shopping

Shopping Process

Secret shoppers provide an unbiased perspective of how well an organization is meeting its customer service and training objectives. The shopper enacts the role of a real-life customer and conducts evaluations based on the criteria to be measured.

Depending on the type of organization, Imaginus evaluates:

• Product Appearance
  
• Service Quality
  
• Location's Exterior/Interior Appearance
• Guest/Entertainment Value Experience
  
• Accuracy of Order
  
• Special Encounters
  
• Competence
  
• Customer Service Effectiveness
  
• Timeliness of Transactions
  
• Proper Completion of the Transaction
  
• Security Related Transactions
  
• Telephonic Surveys
  
• Promotional Programs
  
• Product Availability and Quality
  
• Presentation Skills
  
• Attitude
  
• Personnel
  
• Product Knowledge
  
• Selling Effectiveness
  
• Image
  
• Overall Technique
  
• Product Organization
  
• Overcoming Problems/Objections
  
• Human Resources
  
• Competitor Analysis
• Applicant Hiring
• Website Effectiveness/Online Experience

Characteristics of a Customer Service Evaluation (Mystery Shop)

A "shop" includes:

• Conducting the "shop" at the location
  
• Utilizing customer perceptions per evaluation
  
• Report generation
  
• Report evaluation
  
• Report remittance via hard copy or electronic download
  

• We can provide weekly, monthly, quarterly and year-end management reports which include statistical data based on shop results. These reports can include individual data within stores, comparative data by store, manager, department, regions and/or company, current % of individual/store attained quota's, etc.

For more information on secret shopping click here