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We offer a variety of services and solutions for your guest satisfaction measurement needs, including: On-site Mystery Shops, Telephone Mystery Shops, Web-Mystery Shopping, Price Audits, Compliance Audits, Guest Satisfaction Surveys, Qualatative Research, Digital Comment Cards, IVR, and Consulting Services.
We serve a variety of industries including, wireless, restaurants, hotels, travel, apartments, time shares, banks & financial, convenience stores, car wash, manufacturing, home furnishings and flooring, health centers, pet services, theme parks, software, parking facilities, manufacturing and general retail.
If you are considering the option of initiating a mystery shopper program, we are always willing to offer a free consultation to discuss your service needs and help you determine if a mystery shopper program is right for your company based on your goals and budget for providing service excellence within your organization.
When it comes to customer service, there are several challenges business's face today.
is by discovering “What” your customer's expectations are, and training
your staff to meet those expectations, that you can begin to grow your
It has been our experience that many companies face the same issues and concerns when it comes to offering excellent customer service regardless of the industry they serve. We have been providing mystery shopper services and audit programs to companies both large and small since 1996.
Because most service and retail type businesses must rely on employees to serve their customers, it is vital to stay attuned to how they are being served.
If your employees are left to their own and are not receiving continuous coaching, training and support from either yourself or your management, they will more than likely service your customers based on their own perceptions rather than how your customers would actually like to be served.
The key to providing “Outstanding Customer Service” is discovering who your typical customers are, how they would like to be served and what you can do to “Exceed” their expectations.
If you are considering a mystery shopper program and would like a free consultation please feel free to call our office and we will be glad to explain everything in detail.
Program Setup and ConsultationBecause there are so many approaches that can be taken when conducting mystery shops, BMA first consults with each client to gain a better understanding of their current operations and their non-negotiable standards for doing business. Additionally, we try and understand what each client has been doing for the past few years to gauge their customers perception of their services and what they have been doing to make improvements. (i.e. other shopper programs, customer surveys, IVR services, corporate trainers, new hire training etc.) More importantly, what their goals are for growth and improvement once the information is in their hands, and do they have a structured plan to roll the training out to the stores to affect change. More...