Mystery Shoppers

 

    

Inside Customer

 

Our Inside Customer service uses a combination of 4 key tools to offer a focused and independent way of monitoring the performance of your outlets and staff. These are:

  • Mystey Visits & real customer feedback
  • Online customer focus groups
  • Customer Research
  • Site Research

We know that keeping track of multiple outlets can be difficult and understanding your customer even more so. That’s why we’re here; to ensure that you know what’s happening at ground level in your stores; so you can understand what’s working and what’s not. Our Inside Customer programmes provide a regular, monitored means of understanding your brand experience from a customer’s perspective.

 

‘The mystery diner programme has really assisted us in not only developing our brands, but also our people. It allows for us to provide training & coaching that individuals throughout our business require to be able to provide high levels of customer service whilst delivering a product in a great atmosphere’.

Carla Shan, Brand Manager, FAB Group

 

The objectives of our programmes include:

  • Achieving a consistent brand experience across all your locations
  • Developing excellent customer service and efficiency of service
  • Creating a positive and memorable atmosphere that will keep customers coming back
  • Monitoring menus/merchandise to continuously improve and evolve the brand
  • Motivating staff and maintaining staff morale
  • Evolving service delivery to meet the needs of a changing client base

 

At IRC we care about customer service, and we care about improving it intelligently and constructively. Our Inside Customer programmes are tailored individually to our client’s needs, and our team is dedicated to helping you deliver your brand’s promise in the best possible way. We take time to fully understand your objectives before designing questionnaires and structuring bespoke programmes to effectively evaluate and monitor service standards.

We have varied and in-depth experience with a range of operators. We have conducted focused Customer Research programmes and auditing for a selection of high quality fashion retailers, leisure operators, restaurant concepts, Airports and Universities. Each of these receive our full attention and dedication in getting each programme exactly right.

Our dedication doesn't end once we have your programme up and running; from little tweaks to the questionnaires, to additional demographic requirements and additional audits or research. We want you to get the most out of our research. Therefore, we can also provide Summary reports and trackers that can compare all reports on certain criteria. Indeed, communicating data effectively is a crucial part of the whole process as results are far more effective if interpretated and implemented in the right way.

We also have a vetted, nationwide database of mystery shoppers spanning all demographics that we use for our assignments. All are fully briefed so they know exactly what to look for and what is required of their report.

If you are interested in our Inside Customer programmes or have any questions at all, please feel free to contact Chris at: chris@insidecustomer.com