Since 1987 Sinclair's mystery shopping (AKA secret shopping, service measurement) programs have played a key role in helping organizations improve and maintain high levels of front-line execution resulting in better service for their customers. Sinclair tailors each mystery shopping program to meet the measurement goals of the client and provide the analysis required to fuel improved unit operations and customer service. Learn More >

On-Site Mystery Shopping

Sinclair's on-site mystery shopping programs assess conditions, behaviors, processes and procedures that customers experience when doing business with your organization. The methods employed in conducting on-site mystery shops can vary greatly depending on corporate goals and objectives. Learn More >

On one end of the spectrum requirements may dictate audit-type measures of store compliance and require shoppers provide digital photos and take precise measures of product attributes, such as temperature, weight, etc. At the other end of the spectrum the shop can require a customer orientation - with the measurement objective being to capture the experience through the perspective of a customer. Or, as many shops do, address a combination of objectives requiring both compliance and experience measures. We tailor each program to meet the measurement objectives of the client. Our experienced team of professionals ensure that questionnaires, measurement and scoring plans, and shopper management systems deliver an on-site shopper program that will provide high quality, actionable information.

All Reporting Is In One Place

Our on-site mystery shopping delivers real-time information available 24/7 through your NetReports® website in a way your managers can clearly see what was done right and what was not, and they are provided the needed metrics to effect process improvement. Follow-up actions and employee training are made easier with our Action Trigger feature and NR e-CoachTM built into your reporting site.

Video Mystery Shopping

Sinclair's discreet video mystery shopping captures the entire customer experience from start to finish, completely undetected by those being shopped. Our hidden camera captures facial expressions, attitudes and processes that make for an excellent training aid. Many businesses have found it useful to target specific units with video shops, i.e. select high and low performing units, to use as an effective training tool.

Telephone Mystery Shopping

Sinclair's telephone mystery shopping programs assess your organization's telephone skills, which for many businesses offer the first interaction a customer has with the organization. Learn More >

Calls can be placed within each local market by local shoppers or from our call center - depending on requirements. All calls are recorded and made available in a summary form with attached sound files through your NetReports® web site.

Competitor Mystery Shopping

How do your competitors perform when measured against your performance criteria? Many Sinclair Clients chose to measure their direct competitors at the same or at a lesser frequency than they measure their own stores. Learn More >

A reason for this is that NetReports has the ability to run head-to-head comparisons between an organizations own units and the closest geographic competitors. Clients find this extremely insightful and the level of reporting allows managers to see how they stack up against their nearest competitors on various points of performance.

Measure:

• Operational compliance
• On-site branding and merchandising
• Staff appearance, friendliness and engagement
• Up-selling of products and services
• Wait and service time
• Overall quality of service
• Sales force effectiveness
• Product availability and placement
• Cleanliness and general appearance of location both interior and exterior
• Cleanliness, functionality and stock condition of restrooms
• Overall on-site customer experience

Benefits:

• Gain a comprehensive unbiased assessment of your front-line operators
• Track front-line performance in real-time through your NetReports® web site
• Improve service through automated management tools in your NetReports® web site
• Measure the effectiveness of your new company initiatives
• Identify employee training needs
• Identify performance trends and opportunity for improvement
• Validate execution plans that are working
• Achieve greater revenue and increased customer loyalty
• Automated action triggers in NetReports® make training and follow-up easier

Being in the service measurement business, we hold ourselves to the same high standards of service that we measure for our clients. If a mystery shop is deemed invalid, we will provide the client with another mystery shop as soon as possible at no additional charge. All expenses must be paid by the client such as reimbursable shopper fees. Contact one of our measurement consultants for more details.

If you'd like to hear more about the services we can provide your company, please call to speak with one of our Measurement Consultants: (800) 600-3871 or email us: info@emailsinclair.com