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Mystery Shopping is our main expertise and primary area of activity. On the basis of understanding the needs of service companies and our vast experience in researching service quality in various service industries, we offer Mystery Shopping programs in several modifications:  TeamStar
Long-termMystery Shopping program with personal indices of the personnel
Standard long-termMystery Shopping program
Representationalshort-term Mystery Shopping research, including study of competitors
SampleShop
Trial service evaluation, several comprehensive evaluations
POS Index
Auditing merchandising standards, display of goods, point of sale display, etc. Would you like to try Mystery Shopping? Order SampleShop! SampleShop is a trial service evaluation. Order 2-3 service evaluations performed for you by our best Mystery Buyers. You will become familiar with Mystery Shopping methods and see how an evaluation is done and what the results look like. You may include a hidden audio- or videotape in the evaluation. After SampleShop, you will justifiably decide to launch a long-term program. SampleShop is an inexpensive practical way to become acquainted with Mystery Shopping! Find out what kind of service you have, order OutSpy! OutSpy is representative service research based on Mystery Shopping. You will find out the level of service in your company and in each subdivision (affiliate, store, etc.), uncover your strong and weak points with respect to service, and will understand where improvements are necessary. Include your competitors into the research, and you will find out whether you now have competitive advantages as regards the quality of service. Individual shop assistant’s ratings on service quality TeamStar allows for evaluating the Individual Indexes of each and every employee on the quality of his or her client service – formula evaluation “X marks of the assistant for the period”. The result is used in the evaluation system and staff motivation that determine the foundation of the staff’s pay along with other parameters. Every shop assistant gets a certain number of marks from different Mystery Shoppers. The average value of it –Individual Index – is used in regular (eg., quarterly) staff progress reports and affects bonuses. TeamStar leads to the most stable motivation of shop assistants and is considered to be the most effective instance of the Mystery Shopping program for improving service quality. TeamStar is for clients who consider the quality of customer service as the #1 priority in markets where the main competition among the operators is for customer service, and also in those branches where the calculation of customer-related managers’ individual indexes can technically be done. As a rule, TeamStar is used by banks, insurance companies, retail chains that sell durable consumer goods; that means in places where the quality and the depth of customer consultation is highly profitable. After the Mystery Shopper visits the client’s location, the evaluation of the shop assistant is passed to the client’s central office or/and the line (store, subsidiary) in 24-48 hours. This evaluation shall be used in an everyday work with the staff. Service companies that use TeamStar are the national leaders in quality of service and provide the clients with the quality “beyond their expectations”. Mystery Shopping’s standard program It is the most popular product of Marketing Lab™. ChainStar does not offer any individual assistant’s rating calculations in service quality – formula “X evaluations of each shop assistant” is not used, unlike in TeamStar (as it was described above). Here, all shop assistant evaluations in the ChainStar program are individualized, and the assistant’s identification with the staff roster members takes place, which aids in strengthening staff discipline. ChainStar is an optimum program for fast-food restaurants, hotels, gas station chains, and other businesses where the calculation of individual staff indexes are not that easy, and where it is based on multiple Mystery Shopping evaluation. ChainStar helps to provide the basic components of service: right Client’s meeting, friendly and active staff, the desire to assist the customer, full use of technical knowledge about the product/service, etc. The program includes current analysis about service quality online, operative Internet – report in 24-48 hours after service has been evaluated, and regular analytical reports. Call-center: benevolence, competence, operators’ politeness Service quality monitoring on the phone with the help of Mystery Calls method. DistantMeasure is for mobile providers, dispatchers in banks, air companies, tourist companies, and any other organizations where the client’s consultancy on a phone is significant. Information that is collected with the help of DistantMeasure program can help the company to clearly recognize all defects in operators work and conduct the training for them, clearly recognize and to reward the best operators, conduct the regular attestation of call-center staff. In complex it improves the quality dialog between the clients and the operator. Secret digital audio record of service and consultation process Mystery Shoppers visit the branches of service companies, talk to the staff, and make a secret audio recording of the dialog with the help of a digital Dictaphone. The digital audio file is transmitted through the Internet. The branch’s manager or client’s central office staff that has the rights to access the site can download the audio file to their PC and get the detailed and indisputable proof of quality of the work of this or that employee who is in contact with the customer and then carry out the appropriate work. Audio Mystery Shopping performed by Mystery Shoppers guarantees the staff’s trust in the quality of the evaluation and increases the efficiency of the Mystery Shopping. Moreover, the audio records are great illustration materials to train the staff. Hidden videotaping of the service and consulting processes Hidden videotaping of the service process may be used not only as an instrument for service quality control, but also as an invaluable tool for personnel training. The Video Mystery Shoppingprogram,as 4Service’s ™ product, is accompanied by consulting with the Customer on the rules of using the video record in managing and training the personnel, for example staff analysis and discussion of the video material, and evaluation by the staff of videotaped employee’s adherence to service standards, etc. Video Mystery Shopping is an excellent aide for introducing service standards within the company (TrueTarget). Integrity Mystery Shopping Are employees cheating the company? A program for verifying the honesty of employees: issuing checks, official processing of transactions, reaction to kickbacks, accurate settlement with the customer, etc. Checking the adherence to merchandising standards Auditing merchandising standards, including the photographing of violations. A specially trained auditor visits your stores/affiliates and evaluates the accuracy of the POS display, goods display, cleanliness, lighting, etc. Violations of standards are documented by digital photo camera. Photos together with the auditor’s report are transferred to your office via the Internet. The POS Index program allows for achieving discipline in maintaining uniform transaction standards in your retail chain. Copyright 4Service© All Rights Reserved
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