Mystery Shopping
With competition fierce in every market, it is imperative to determine your level of customer service. Studies show that for every one customer who takes the time to complain about a poor shopping experience, there are four more who feel the same way. More startling is the statistic that for every one customer who takes the time to write a letter to the company stating their dissatisfaction with service, one thousand people feel the same way.
We feel that customer comment cards have their place, as do performance evaluations between supervisor and staff; but to truly determine by the 'reasonable person rule' of how your staff are performing, it is necessary to have a trained shopper watch them at work.
Our Shoppers are trained on a wide variety of materials, as well as our Shopper Resources page that is updated weekly with training materials, tips, and links to other shopping companies and text resources.
We work with you to provide a comprehensive training module that each shopper must study and complete testing on prior to performing their first Shop.
A Shopper will provide you with a subjective view of service and product. You receive a sampling of the service by a particular individual, or individuals, at any given time. This means that your data will be used to measure the success or failure of particular promotions, specials, or simply staff members' performance either once, or on an on-going basis.
We like to work with your existing quality program to ensure that your staff are involved in the process of creating outstanding customer service. We provide suggestions to reward employees and get them involved instead of making them fearful of management.
All information acquired by our firm is kept strictly confidential. We do not sell nor use any statistical information gathered from our clients, at any time.
IMS Mystery Shoppers are highly experienced, trained, and able to shop any variety of situations as required. No IMS Mystery Shopper has ever been uncovered either on assignment or off.
IMS Mystery Shoppers encompass wide demographic and socioeconomic groups to ensure that every shopping situation and perception can be fully examined. We also have a variety of trained and licensed private investigators.
IMS Mystery Shops are completely customized to each client. An IMS Mystery Shopper can be booked for a certain shift, date, or time, or on an ongoing basis to determine service levels as required.
All IMS Mystery Shopper Reports are extremely detailed and include areas for comments as well as point scoring.
IMS works with each company to determine what method of mystery shopping is most beneficial. We are happy to provide presentations to staff members to explain the process of consumer research; either before or after completion of the first shop(s).
Investigative Marketing Services Ltd., Suite 1420, 840-7 Avenue S.W., Calgary, AB T2P 3G2. Tel: 403-217-8333; Fax: .