Secret shoppers provide an unbiased perspective of how well an organization is meeting its customer service and training objectives. The shopper assumes the role of a customer and conducts evaluations based on the agreed criteria. Our shoppers are experienced, proven and reliable. Not relying on third-party schedulers, Imaginus shoppers are trained by Imaginus' staff of professional trainers. We maintain a higher staff level than our competition to provide immediate back-up, cover every day/time and shopper demographics need, and allow constant rotation to maintain anonymity. Our management staff is cross-functional and able to cover any contingency or client need. Each shopper is trained by Imaginus to observe and evaluate in an unbiased, objective, and thorough manner. Each evaluation is reviewed by an Imaginus supervisor prior to submission to ensure the highest quality and appropriate level of detail. Depending on your specific needs, Imaginus evaluates from a variety of perspectives, including:
The Individual Service Provider - attentiveness, attitude, appearance, image, competence, product/store knowledge, selling/ presentation skills, problem solving, vendor representatives
The Customer's Experience - timeliness, product availability/quality, internal/external ambiance, guest services and amenities, in-house events, phone/mail/web order process, post-sale follow-through
Merchandise Presentation - product appearance, display organization, department identification, signage
Accuracy - order accuracy, transaction completion, signage/pricing accuracy
Asset Protection - loss prevention transactions, security vulnerability, employee integrity
Telephone Surveys - greeting, helpfulness, knowledge, accuracy
The Hiring Process - ease of application, staff availability/ helpfulness/knowledge, EEO guideline evaluation
The Competition - product, pricing, facility features and service comparisons
Web site Evaluation - overall site effectiveness, product order navigation and receipt/delivery of product
Added Value Opportunities - Shop evaluation with suggested performance-improving action/ talking points, follow-up training to address identified needs, customized management reports based on shop results and trend statistical data
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