How can your mystery shopping programme be more cost effective but still provide valuable insight? 

Many businesses invest in mystery shopping as a tool to evaluate customer experience. Mystery shopping is a very effective measurement tool as it allows you to replicate a real customer enquiry and create a measurement criteria, based on your sales process and training programme. Mystery shopping can take place face-2-face, via phone or online to [...]

Do your team feel safe in their working environment?

In light of COVID-19, businesses are having to put measures in place for the safety of their staff and their customers. But what do your team think about how you have handled the pandemic as their employer, and the measures that you have put in place for their safety? Staff satisfaction is key to retaining [...]

How will customer service be measured alongside social distancing?

Customer service is still at the forefront of everyone’s mind, even during these unprecedented times. How businesses cope with fewer staff members and social distancing measures will have an impact on the level of service they deliver to their customers.   Pre COVID-19, many businesses had customer experience (cx) programmes in place to measure the level [...]

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