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Reality Check Mystery Shoppers (RCMS) has been in the mystery shopping business for over 10 years and currently service locations throughout the U.S. and Canada. RCMS provides mystery shopping services in industries such as restaurants & cafes, retail stores, hotels, resorts, grocery stores, internet shopping, service stations, and many other concepts. Our clients include large nation wide chains, as well as local and regional operators. We would be glad to provide a reference list of clients you can contact concerning our services.
Mystery Shopping Basics
The mystery shopping process is designed to test company standards and customer service techniques. Shoppers are sent in by RCMS to pose as customers, and initiate service in stores. These mystery shoppers follow guidelines provided by RCMS, to evaluate employees according to standards that are put forward by the company. Evaluations are completed by the shopper and submitted online to RCMS. These evaluations are compiled, verified for accuracy, scored, tracked, and provided to the company in customized formats.
By measuring and tracking customer service levels, improvement and focus can be brought to the most important part of your business. Employee incentives, goals, and corporate action plans can be devised to manage and improve customer service and consistency company-wide.
RCMS works closely with its’ clients to design, implement, and monitor the shopping program. All reports and service standards are completely customized to reflect your company standards and expectations.
Some examples of service actions that could be evaluated in a mystery shopper program are:
· Smile & Greeting Customers
· Offering help
· Suggestive Selling
· Timeliness
· Thanking customers
· Cash register & customer counts
· Product Quality
· Availability of Promotions & Marketing Material
· Facility conditions
· Employee Appearance
Mystery Shopping is the one process that sees customer service through the customer’s eyes, and provides the tools to make improvements and reward high-level performances.
Mystery Shopping is most effective when a trend can be established. We recommend a minimum of 2-4 visits per store each month. Anything less is still accurate information, but by the time a trend can be established, conditions may have changed, thus making the data less meaningful.
With a Reality Check Mystery Shopper program your business receives measurable data to provide feedback and motivation for your operation. You can objectively compare different locations, shifts, and employees using the same standards.
Benefits of a Reality Check Mystery Shopper program
Feedback - Specifically designed to coach employees for improved performance to meet your standards.
Timeliness - Prompt feed back guaranteed.
Reliability - Guaranteed accuracy in evaluations. Every evaluation is checked for quality control.
Company Consistency - Every employee and location in your company will be evaluated using the same standards.
Incentives and Competition - Consistent analysis provides a basis for a standardized bonus system or discretionary incentives.
Identification - Provides information to reward areas that exceed quality standards and identify where improvement may be needed.
Mystery Shoppers
Mystery Shoppers visit client locations as regular customers, evaluating the operation from the customer's perspective. They rate the experience against predetermined criteria and the information is processed into a usable format for the company.
Reality Check's mystery shoppers are provided training materials, procedures and guidelines needed to perform evaluations. All work is monitored to ensure quality control.
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