ServeSense
Our mystery shopper program (ServSense) in particular is an effective training tool - aimed at identifying real-world training opportunities in unscripted environments. Our program is quire different from most other mystery shopping programmes:
- It based on an empirically VALIDATED customer satisfaction measurement model.
- It is ADAPTED for each retail format/ category.
- It is further customised to reflect YOUR business model.
- It measures those elements that are CRITICAL to build and maintain a competitive advantage,
- Reporting is not used to punish or threaten staff, but rather to identify training and DEVELOPMENT needs.
- The measuring ‘instrument’ in a mystery shopper programme is a human. It is therefore important that the ‘instrument’ be properly calibrated to a specific job. We have the know-how to ensure consistency of measurement, which in turn produces CREDIBLE results.
Because of the validated framework, our program is UNIQUE in that it allows different retail formats to be compared in terms of their performance. That is why it is ideal for organisations (cities, chambers, shopping centres and publishers) who adminsiter "Business of the Year"-type programs.