Stewart and Associates, Inc. Secret Shopping
		Did you know that: · The cost of acquiring a new customer is five times the cost of keeping an existing one. · If a complaint is resolved on the spot, 90% of the time the customer will return. · 6 out of 10 new businesses fail. Poor customer service and employee integrity are leading factors. · The typical unhappy customer tells eight others of his or her unpleasant experience. Secret shopping is a program where highly trained “shoppers” observe your customer service in action through site visits, or by distributing customer / employee questionnaires or point-of-sale reaction cards. Key components of the process are: · Research – initial client visits to determine business standards and discuss customized outcomes. · Shopping – site visits by an anonymous “secret shopper” or the distribution of employee / customer questionnaire cards. · Preparation of report/recommendations – a written report is prepared with suggestions for improvement. Your information will be kept on our database for a designated period in order for you to have access to past performance checks and as a means to compare your performance to that of your competitors. · Presentation of report – a final meeting with client is necessary to present and discuss the written report including areas needing improvements and suggestions for possible remedies to help your business be a success. We do not simply hire anyone to be a “secret shopper.” We are very selective in choosing our shoppers, and we are dedicated to giving them extensive training. We believe in personal contact with our clients on a regular basis. For more information about secret shopping, contact Stewart and Associates, Inc. today.
	Consulting - Training – Board Effectiveness - Culture Consolidation - Customer Service Processes - Executive Coaching - Management Development - Professional Speaking - Sales Management Systems Secret Shopping - Strategic Planning - Surveys - Newsletter - Home
	© 2000 Stewart and Associates, Inc.