FiveStar’s Mystery Shopper Program is designed to provide an objective view of your customer service efforts and other image aspects of your business. All information gathered is confidential, and a recap is provided listing challenges and opportunities for improvement. As a client, you’ll get actionable insight into three key customer-contact areas:
Face-to-face: Your business is visited unannounced and anonymously to observe your facility (interior and exterior), your employees and their interactions with customers.
Telephone Inquiries: Phone calls are used to evaluate greeting, transfer, promptness, employee product knowledge, rapport and closing.
Website: An online audit assesses strengths and weaknesses, user-friendliness, customer service levels and product quality/availability.