Secret Shopping

Mystery shopping... measuring service quality, performance, and the customer's experience

The level and quality of service you deliver to your customers is vital to your company's success. Secret shopping provides an objective, anonymous, third-party assessment of the customer experience.

Your customers' total experience with your company and your staff dictate whether your company will succeed or fail...whether you will be profitable or not. Simply having expectations about what sort of experience your customers will have is not enough. You have to measure, you have to inspect. Objective, anonymous, third-party assessments of the customer experience will provide the information you need to ensure that your expectations for customer experience are carried out in reality.

Mystery shopping programs are valuable because:

  • Most customers who have unsatisfactory experiences will not complain, they will just never come back
  • Dissatisfied customers are likely to tell many others about their experience, who in turn probably will avoid doing business with the offending company
  • The use of secret shopping services to provide independent and impartial feedback reduces any perception of favoritism in incentive programs
  • Mystery shopping helps determine whether customers' actual experiences are as intended.
  • Secret shopping programs can identify areas of training that need improvement and can identify areas of training that are working particularly well

Additional consulting services include Pre-Employment Assessment, Background Screening, Drug Testing and Reference Checking.

Consulting Services

JRS Executive Search
provides a full range of consulting services in partnership with Ethan Shapiro & Associates, LLC

Ethan Shapiro & Associates, LLC is a comprehensive advisory firm supporting clients in enhancing and developing the skills needed to succeed in the consumer marketplace. The expertise and the extensive experience of their partners and associates comes from decades working as senior level executives in retail, eCommerce, diversity, real estate, human resources and financial markets. Learn more about Ethan Shapiro & Associates