Every organization, whether a not-for-profit or a business, benefits from understanding their customer or client experience. Highlighting success and addressing areas of improvement can enhance relationships and foster growth. Measuring interactions, creating actionable improvement plans, and continuously reassessing those improvements is the only way to ensure long-term success.

At Shoppers Confidential, we provide a comprehensive suite of services designed to meet the needs of organizations across sectors. Our mystery shopping programs, customer experience audits, and real-time feedback tools empower not-for-profits and other sectors to optimize interactions, improve services, and achieve their goals. We’re committed to being your go-to resource for every step of the customer journey.

Our cutting-edge software ensures that reports are available within 48 hours of each mystery shop, accessible 24/7 for timely analysis and action. Let us help you identify gaps, reward top performers, and ensure consistency across your organization.

Mystery Shopping & Customer Experience Services We Offer

1. Customer Sales & Service Audits

Our certified mystery shoppers act as your eyes and ears, visiting your organization or website as typical customers, donors, or volunteers. They provide a thorough and objective evaluation of the service experience, highlighting areas that meet or fall short of expectations.

Are you aware of what’s happening at the front lines of your organization when you’re not there? Just one poor customer interaction can negatively impact your reputation. Our mystery shopping reports offer detailed insights into both strengths and areas for improvement, allowing you to make informed decisions.

2. Competitor Intelligence Program

Staying ahead of the competition is crucial for any organization. Our Competitor Intelligence Program gives you the inside scoop on how your competitors operate. Whether it's a similar not-for-profit or a rival business, we can compare service strategies to help you stay one step ahead.

3. Integrity Program

Concerned about employee or volunteer integrity? Our Integrity Program helps you address potential issues such as fraud, theft, or unethical behavior within your organization. We collaborate with you to create tailored programs that identify risks and implement solutions to maintain your organization's integrity.

4. Online Comment Cards

Enhance customer feedback by offering an easy, digital solution. Our Online Comment Cards allow customers, volunteers, and donors to share their thoughts online, simplifying data collection and saving you time. This data is compiled into statistical reports, giving you real-time insights without manual entry.

5. Telephone (Customer Care) Evaluations

First impressions matter, especially when it comes to customer service. Our certified mystery shoppers evaluate how your team handles inbound calls, including greeting quality, responsiveness, and problem-solving skills. This evaluation is vital for any organization that relies on phone communication to serve clients, customers, or donors.

6. Employee Rewards Program

Recognize the contributions of your employees or volunteers with our Employee Rewards Program. Based on the results of mystery shopping visits, you can reward top performers and encourage continued excellence in customer service. Rewards can be provided immediately by the mystery shopper or later at a time that suits your organization.

7. Employee Satisfaction Surveys

Understanding employee and volunteer satisfaction is key to maintaining a motivated and engaged team. Our Employee Satisfaction Surveys allow you to gather feedback on morale, job satisfaction, and ideas for improvement. Whether conducted anonymously or not, these surveys help you nurture a strong organizational culture.

8. Website Evaluations

Your website is often the first point of contact for customers, donors, or volunteers. Our Website Evaluations provide a comprehensive review of usability, purchase processes, and overall user experience. These evaluations can be combined with other services for a more complete view of your organization’s customer journey.

9. Voice of the Customer (VoC) Program

For not-for-profits, understanding the thoughts and feelings of your donors, volunteers, and service recipients is critical. Our Voice of the Customer Program provides actionable feedback that allows you to make meaningful adjustments and improvements to ensure satisfaction, retention, and repeat engagement.

10. Social Reputation Management

Managing your online reputation has never been easier. Our Social Reputation Management program aggregates customer reviews and feedback from various platforms into one easy-to-use portal. By combining this data with insights from your mystery shopping program, you’ll gain a comprehensive view of how your organization is perceived online.

11. SDK App Integrations

If your organization has a mobile app, we offer SDK App Integrations that allow you to gather real-time feedback through geofencing and push notifications. You can create custom mini-surveys for app users and offer rewards like coupons or prize draws to encourage participation.

Why Choose Shoppers Confidential?

At Shoppers Confidential, we’re dedicated to helping not-for-profits and businesses of all sizes measure, improve, and sustain excellent customer experiences. Whether you’re looking to evaluate your employees, volunteers, or overall service, our tailored programs provide the actionable insights needed to drive continuous improvement and build lasting relationships.

Contact us today to learn how we can support your organization with industry-specific customer experience programs that deliver real results.