Everyone seems to have become consumed with mystery shopping over the last few years. Companies are more involved with
secret shopping today than ever before. OnFirst is more than just a Mystery Shopping service.
OnFirst's shoppers are trained in house and are given regular reviews to measure their effectiveness. Our evaluators, posed
as ordinary customers, provide accurate written reports or questionnaires after they visit or call on an establishment.
OnFirsts evaluation, surveying, and feedback methods allow your company to gain an in depth understanding of
the consumers perspective. Management is given the ability to see what actually occurs when employees interact with customers.
As a result, management is more able to monitor, correct, and award the emplyee interaction with consumers. By gaining greater
control over the customer service process, your company is able to consistently achieve its customer service goals.
It is a high standard of customer service that is the number one factor leading to increased company profits.
Evaluation is an effective, reliable tool used to gather information about the actual customer service experience at the
"moment of truth" when your customer interacts with your employee. Factual, observational data enables a company to track
customer service delivery much as it tracks financial performance. We can help your company target weak areas that
can help your company create a strategic plan to target improvements. More companies than ever before are using
these types of programs because they are getting positive and actionable results with such programs.
Along with unrevealed evaluation and surveys, there are other types of programs which could be implemented to increase
the effectiveness of your particular study. They are:
- On Site Evaluations
- Telephone Evaluations
- Employee One-On-One Interviews
- Consumer / General Public On Site Interviews
Some of the things that these programs will evaluate and measure include:
- Customer Satisfaction
- Customer Retention Strengths and Weaknesses
- Environment and Facilities
- Performance Against Service Standards
- Politeness and Helpfulness of Staff
- Suggestive Selling Skills
- Product Knowledge
- Product Quality
- Process Knowledge
- Refunds and Complaints Procedures
- Telephone Help Lines, Support Lines, and Sales Lines
- Public Perception of Company
- Compliance Checks
- Discrimination
- Competition
- Offer Fulfillment
- Eligibility for Award
It is important to know that OnFirst will cater programs specifically to the needs of your business. Our programs will
be of tremendous value in assessing the needs of marketing and operations within the corporate structure of your company.
The objective of a program is to use the information gathered to resolve the existing problems of guesswork on the part of
management as to where the problems lie. We can shop a pattern of strengths and weaknesses in marketing, sales, operations,
and customer service with immediate results. An ongoing program can greatly improve your sales, and new reports and programs
can be created periodically to meet the continual changes that are incorporated into company policy.
