Senior and Retirement Services
The need for services for the ageing market is ever-growing. Ensure that your business is claiming its' market share by offering the best customer experience.
As the population is ageing and headed towards retirement, knowing what makes your business stand out and rise above the competition is important. Whether your business is a retirement home, vacation services or tourism packages, health care or treatment, funeral or end-of-life services, we have a program that will gain insights into your own business or the competition. We also offer watch-dog or third party auditing services to ensure that standards and requirements are being met or exceeded. Any type of service that caters to the senior and retirement-aged community requires insights into performance to ensure you are gaining your market share.
We are able to key into shoppers that fit the demographic needed to evaluate your or your competitor's business. Our shoppers are required to complete certifications to ensure that they are the best fit for your surveys. We use state of the art software for all your report generating needs. All of your reports are available to you within 48 hours of the mystery shop being completed and this information is available to you 24/7.
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? Learn what success they have to build on and make your own, and learn what they are not doing so well so you can steer clear or point out your advantages in your marketing. The insights gained from seeing how to measure to the competition is invaluable and certainly will give your business the upper hand. 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.
Do you have concerns about shrinkage or employee integrity issues that you’re not sure how to address? Are you concerned that some locations or businesses in an industry might be taking advantage of our most vulnerable? An integrity program can include on-site mystery shops, call evaluations, email or text inquiries. However you need to investigate to source and correct the issue, we have a program and a shopper base to help you get the information you need. We’ll work with you to develop a program to help identify and control the issue, and assist with incorporating a solution.
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, hotlines and any business that has a telephone call as part of their customer journey. Call evaluations may also be recorded upon request as well.
EMPLOYEE REWARDS PROGRAM
Employee recognition and rewards are often a driver in the employee experience which is directly related to the cutomer experience. Ensure your employee experience is above standard with a performance reward 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.
Our certified shoppers visit your website and evaluate every element including selling tactics, checking out (purchase), returns, ease of use, and appeal to target audience/market. These can be completed as part of a sales and service evaluation, an omnichannel check-up or as a stand alone product.
VOICE OF THE CUSTOMER PROGRAM
Make sure that your customers keep coming back and recommend you to their family and friends 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. These surveys can be administered to your clients/customers in a variety of methods. QR codes, online web links, printed web links, via a custom email or text, an onsite kiosk or integrated into your POS, etc. However will work best for you and your clients, we can make it happen and viewing the results are just as easy too!
SOCIAL LISTENING 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.
Shoppers Confidential is your resource for all your customer experience needs and we have a tool or program for every step of the customer journey. We encourage you to contact us, and see what sets us apart from the rest!