Franchises With Shoppers Confidential

 Franchise Insight programs

Franchises have a lot to gain by developing an insight program with Shoppers Confidential!

 

How are your Franchisee sign-up rates? 

What is your turn-over rate? 

Do you know your brands' inquiry response times or response quality? 

 

All of these issues can prevent your brand from signing on new franchises, and allow for competitors to take your leads.

 

  • Connect with your Franchisees to ensure that their relationship with your Brand is as expected.  Satisfied Franchisees are promoters and evangelists for people interested in becoming a Franchisee with your brand.  Using a VoC style survey to keep connected is cost-effective and efficient.
  • Measure the Customer Experience at each of your locations regularly to ensure that your brand is being represented as expected through Mystery Shopping.
  • Aggregate all of the Social Media reviews and Feedback of each of your locations in one place to view trends, reward top performers and see where needs improvement to ensure you are keeping to brand standards.
  • Create a program using more than one of our services to give you deeper insights and correlations using the insights data for a more holistic scope of your customer experience.  

 

Mystery Shopping & CUSTOMER EXPERIENCE SERVICES WE OFFER

 

CUSTOMER SALES & SERVICE AUDITS

Our trained and certified mystery shoppers act as your eyes and ears. They’ll visit your establishment under the guise of a typical customer, and report back their experience.

Do you really know what’s happening on the front line of your company, especially when you’re not available? Just one employee’s poor performance could waste the millions of dollars you spend getting and keeping your customers. (Quoted by Baron Hilton of Hilton Hotels).

Your Mystery Shopping reports will give you a detailed, objective, and accurate view of your business from your customer's perspective.

 

COMPETITOR INTELLIGENCE PROGRAM

Want the scoop on the competition?

Our Mystery Shopping Program will shop your competition and provide you with the “competitive edge!” Compare your sales and service strategies and stay one step ahead.

 

INTEGRITY PROGRAM

Do you have concerns about shrinkage or employee integrity issues that you’re not sure how to address?

We’ll work with you to develop a program to help identify and control the issue, and assist with incorporating a solution.

 

ONLINE COMMENT CARDS

Does your business offer customers the old paper method to express their thoughts to you?

Why not give your customers choice and the convenience of providing their comments online? You may then generate statistical reports from the information collected, and save you and your employees time having to manually enter and analyze the data.

 

TELEPHONE (CUSTOMER CARE) EVALUATIONS

Often the only chance you have to make a grade-A first impression is via the telephone.

Are your employees treating inbound calls as an opportunity, not as an interruption or nuisance? Our certified mystery shoppers evaluate the greeting, telephone manner, helpfulness, courtesy, and sales skills. Telephone evaluations are of immeasurable value to Call Centers and Retailers. Calls may also be recorded upon request.

 

EMPLOYEE REWARDS PROGRAM

This program entails Customer Sales and Service visits to your establishment. Once the mystery shopper has completed and gathered all of the information they need to know, the employee can either be rewarded on the spot by the mystery shopper, or rewarded at a later date.

Rewards are limited only by your imagination. We can help pick the perfect reward for you.

 

EMPLOYEE SATISFACTION SURVEYS

Learn vicariously through your employees’ experience!

Besides yourself, no one knows your company better than your employees. Are they happy? Do they have a great idea to improve morale and sales? Surveys are tailored to discover the information you need to maintain a successful employer/employee relationship. Surveys may be administered anonymously or otherwise.

 

WEBSITE EVALUATIONS

Our certified shoppers visit your website and evaluate every element including selling tactics, checking out (purchase), returns, ease of use, and appeal to the target audience/market.

 

VOICE OF THE CUSTOMER PROGRAM

Make sure that your customers keep coming back to your gym or fitness class by finding out exactly what your customers are feeling. With our Voice of the Customer program, we can gain a greater sense of the customer experience so you can adjust where needed to ensure repeat visits.

 

SOCIAL REPUTATION MANAGEMENT

Correlating the online reviews and customer feedback with your Mystery Shopping program has never been simpler with our all-in-one portal.  View and aggregate data from your Mystery Shop program and your online reviews and feedback in one place.  Respond to and interact with your reviewers while examining the data.  Reward and celebrate your top performers while creating action plans within the system to help all locations rise to the top.

 

SDK APP INTEGRATIONS

If your brand has an app, we can integrate quickly in the moment or pre-planned surveys through your app!  Our SDK technology uses geofence technology or push-notifications to reach out in real-time to your loyal customer or client base.  Plus, the option to reward with coupons or draw prizes are within your reach too. 

 

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