Cooperative Mystery Shopping Programs:
Capturing Every Customer Experience for a Complete Measurement
Front-line execution with your customer base can come from multiple outlets. Sinclair provides multiple mystery shop programs to work independently or cooperatively within a cohesive campaign.
Sinclair's measurement specialists will design an ideal program to address your measurement objectives and meet your budget. Our program development process is meticulous to all scenarios and requirement. Every program benefits from access to our national network of carefully vetted shoppers, individual training, sophisticated data collection applications, advanced analysis and proprietary reporting platforms.
Sinclair offers the following Mystery Shopping Programs to measure the total customer experience:
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. Our shoppers have the capability to address a combination of objectives requiring both compliance and experience measures.
Customer shopping orientation with the measurement objective to capture the customer experience through in-person interactions with your employees and the location’s amenities
Audit-type measurement of store compliance with digital photos and precise measures of product attributes, such as temperature, weight, etc.
Sinclair's on-site mystery shopping programs assess conditions, behaviors, processes and procedures that customers experience when doing business with your organization. Our shoppers have the capability to address a combination of objectives requiring both compliance and experience measures.
Video Mystery Shopping
For a more point-of-view measurement of our in-person Mystery Shopping, Sinclair offers discreet video mystery shopping to capture the entire customer experience from start to finish. Our hidden camera captures facial expressions, attitudes, and processes that provide first-person details and also works as an excellent training aid.
Examine problem areas more closely, particularly with low-scoring locations
Helps resolve disputes about assessments
Helps alleviate challenges between management and associates
Reveals mannerisms and nuances of the associates
Shows degree of compliance
Can be used as a training tool when targeting specific locations with high and/or low-performing units
Helps overcome learning challenges
Helps to increase performance and minimizes problems with underperforming associates
Dedicated associates are recognized and renew their commitment
Can be used on an "as needed" basis
Telephone Mystery Shopping
For many businesses, a phone call is the first interaction a customer has with your organization. Sinclair's telephone mystery shopping programs assess your MSR and store employee telephone skills whether the interaction comes through a call center or an incoming call to a specific location. Calls can be placed within each local market by local shoppers or from our call center.
All calls are recorded and made available in a summary form with attached sound files through our NetReports® platform.
Helps in managing both domestic and foreign call centers of any capacity for verbal fluency, ease of understanding due to native accents, sales process and product knowledge.
Online / In-App Mystery Shopping
With more and more shoppers interacting with businesses through the internet, Sinclair's online mystery shopping programs allow organizations to assess:
Website usability including mobile/tablet compatibility
Ease of navigation
Responses to chat rooms interactions
Speed of requests for more information
Competitor Mystery Shopping
How do your competitors perform when measured against your performance criteria? Many Sinclair Clients chose to measure their direct competitors the same as they measure their own organization.
NetReports® has the ability to run head-to-head comparisons between your organization’s own units and the closest geographic competitors, allowing managers to see how they stack up against their nearest competitors on various points of performance.