Mystery Shopping

When aligned properly with other measurement and management tools such as customer satisfaction surveys, secret shopper program results can reliably predict customer satisfaction and future sales. CIMA Insight’s face-to-face, telephone and online mystery shops will help your company focus and improve the specific behaviors that will create customer delight and positively impact sales and profitability.

• Sales and Service Measurement 
  Are your employees adhering to your sales and service standards? Are they providing a stellar customer experience? Whether it’s through telephone shops or in-person shops, our shoppers will assess your employees’ sales and service delivery allowing you to uncover the underlying behavioral and operational drivers of the customer experience that are responsible for creating satisfaction and loyalty. 

• Marketing campaign analysis
  Why spend thousands on media space, creative concepts, production and printing only to have your campaign results decimated by poor sales and customer service skills? By using secret shoppers, CIMA Insight provides direct feedback on how well your team is communicating campaign details and selling your products.

• Merger and acquisition employee response
  Are you merging with or acquiring a new company? A solid brand can be tarnished as a result of less-than-perfect employee and customer communication. At a time when employee and customer questions abound, telephone mystery shops will measure how well your brand delivery lives up to your brand standards, and how well your new employees have been integrated into your service culture.

• Competitive analysis
  Your brand strategy should outline what differentiates you from your competitors. Is it price? Is it the products or services you sell? Or is it your brand promise to deliver a better customer experience? Allow CIMA Insight to provide you with a comparison of your competitors’ service delivery and your own. You identify your competitors and CIMA Insight does the rest.

Customer Satisfaction Surveys

Customer satisfaction surveys provide you with direct feedback on how your customers feel about the service you provided in a particular interaction, their overall satisfaction and whether or not they would recommend you to others. Don’t rely solely on glowing reviews or scolding critiques to evaluate your brand delivery. Make regular customer feedback a part of your service culture.

Brand Audits

Although customer service is a major component of your brand, it's not the only one. Facilities, merchandising, marketing collateral, packaging, signage and employee behaviors all contribute to your customers' perception of your brand. That's why our brand audits go beyond the measurement of customer service delivery and provide an ongoing assessment of business compliance and adherence to your brand standards.

Now that you've measured your performance, it's time to take action.

Contact us to assist you in creating and implementing customer service standards, brand delivery training and customer retention strategies.