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Ask Yourself...

  1. Do you have a system in place to solicit customer feedback regularly about products and services?
  2. Do you have a formal procedure for handling and responding to complaints?
  3. Do your customer contact people get the training they need?
  4. Do your customer contact people utilize the training methods they are taught?
  5. Do your customer contact people get the recognition they deserve?
  6. If a good suggestion causes conflict with policy or a certain department, is the idea usually discarded?
  7. Do you really know what customers and potential customers think of your business?
  8. Are you aware of everything your competitor is doing to get your business?

In order to establish a program for your company, we can first help you to determine:

  • The purpose of the study.
  • Who will be included in the study.
  • The best times to perform the study.
  • What can be done with the results

Allow us to implement a program for your business. We can uncover ways to make your job easier and your company more successful. In todays competitive environment, companies cannot afford to be without an evaluation program. OnFirst will gladly help you to provide better service quality, have more satisfied customers, and have a more profitable business.

WHAT CAN BE DONE WITH THE RESULTS?

Our company can help to determine what to do with the results of your program. Some of the ways to use the information would be to:

  • Use in sales meetings as a training tool.
  • Use to establish training objectives.
  • Use consistently as a motivational tool.
  • Use as an award incentive.
  • Change how a product or service is being presented.
  • Change product or service offerings.
  • Strengthen areas of weakness.
  • Take action to change public perceptions.
  • Change antiquated company policy and procedure.
  • Reinforce company policy and procedure.
  • React to competitive situations.
  • Build your business based on what the consumer wants.

WHAT IS MY NEXT STEP?

Allow OnFirst to implement a program based specifically on the needs of your business. We can uncover ways to make your job easier and your company more successful. In todays competitive environment, companies cannot afford to be without a mystery shopper and evaluation program. We will gladly help you to provide better service quality, have more satisfied customers, and have a more profitable business.

 

IN SUMMARY

Evaluation and mystery shopping is being used more and more by companies as an ongoing measure of customer service performance. Some companies incorporate mystery shopping as a tool to continually maintain their competitive advantage while other companies use mystery shopping periodically. Some reasons for periodic use would be when new locations have opened, or when retraining initiatives have just been met, or during peak sales periods.

Whether companies use mystery shopping continually or periodically, it is important to realize the importance of such programs. Studies show that companies that focus on customer satisfaction can be 10 to 15 percent more profitable than companies that do not. Satisfied customers will pay 10 to 25 percent more for a product or service than a dissatisfied customer. When customers are happy, they gladly pay more.

Contact OnFirst Today
 
OnFirst
Services For Success
11816 Battery Pl.
Charlotte, NC 28273
 
Phone: (704) 737-2571