Programs and Services

Our clients want to maintain premium service.  As they grow, they may sense service falling off.  They think they want information — but the truth is they want improvement.

When a company is dedicated to using secret shopping to improve its service, all the rules change.  

Consider this:

Let's say it's time for your end-of-year performance review, and your boss says, "This year you've improved profitability, but you are below average in teamwork. I'm giving you a 30% rating. That concludes our review."

Satisfied? Or would you demand, "Wait a minute! Why? What do you see? What can I do to be better next year?"

Executives need trends, statistics and averages to pinpoint issues and focus efforts for maximum performance.  Individual stores, managers and associates, however, need detail to learn how to get from a 4 to a 10.  They need the ammunition to improve.  

Consider this:

If your secret shopper program does not contain detail, if it is just yes/no or quantitative in nature and you are using it for employee appraisal purposes, you may actually be in violation of the fair labor standards.  The act states you must provide training from which to base your appraisals, and you must be able to state the methodology you are using, and provide a means for the employee to improve.

As a client/partner of The Secret Shopper Company you can expect:

• Detailed, custom evaluations;
• Names - our policy is that you will never receive an evaluation that does not contain the names of those evaluated (most companies provide descriptions if it is too difficult to get names);
• All evaluations are guaranteed;
• Personalized account management;
• National coverage - we have over 150,000 shoppers nationwide;
• Sophisticated, yet simple online reporting system - remote access, custom reports, e-mail notifications, restricted access;
• Leadership Insurance™- the program that holds managers accountable for service improvement.

Each program is designed to fit the needs of our clients: budget, culture, existing training, etc. After we assess your company's special needs, we customize a program to fit your objectives and then guide you toward the best use of your program. Since your company is making an investment, shouldn't you expect a return on that investment?

The Secret Shopper Company provides the following services:

• Sales and Service Shopping
• Compliance Audits
• Loss Prevention Shopping
• Competition / Price Comparison / Benchmark Shopping
• Telephone and Call Center Shopping
• Web Site Service Shopping
• Vendor / Manufacturer Incentive Shopping
• Cashier Accuracy Program
• Small Business Programs

Our Sales Department can explain these services in more detail.   You may contact our Sales Department at 1.877.770.8585 or email us at sscbizdev@secretshoppercompany.com.  Our Corporate Office is located in Atlanta, GA and observes Eastern Standard Time.