A Positive Approach to Mystery Shopping: Service Evaluations
A departure from traditional Mystery Shopping which focuses on people doing things wrong, Service Evaluation Programs focus on rewarding staff for doing things right. Our results provide the framework for regular recognition and incentive. Identifying performance shortcomings and areas for improvement is a natural outcome, but not the singular objective of the process.
Designing a Positive Program
By definition, traditional mystery shopping programs offers an outsiders' feedback on your operation. Employees often dismiss or discredit the content of mystery shopping reports with a "this isn't fair" or "what do they know" attitude.
In developing your Service Evaluation Program, ServiceSense starts on the inside by designing performance criteria and interpretation standards that fit hand in glove with your training initiatives and business objectives. Our approach is to leverage the strengths of your organization by drawing on your culture, best practices and key employees to develop user-friendly and actionable feedback and measurement tools.
Our finished measurement tool uniquely reflects your culture, written with your language and reflecting your priorities.
Our mission is to provide credible, relevant and user-friendly data and feedback. We are passionate about the fairness and quality of our information. Reports are reviewed for accuracy and content by ServiceSense partners, not third-party editors. We guarantee that reports will be consistently interpreted and accurately accounted.
Delivering Actionable Results
Visitation Reports, Summary and Trend Reporting deliver information that documents excellent performance for recognition opportunities, pinpoints opportunities for improvement, and informs future training and strategic planning decisions.
Customer Satisfaction Surveys/Feedback Management
Web-based, Customer Driven Surveys allow you to real time customer feedback. Contact us (firstname.lastname@example.org) for more information.
Click HERE for Evaluation Program Deliverables
"...We began our program with ServiceSense when we were a regional company with 21 locations. Today, with 300+ locations in 26 states, we continue to rely on ServiceSense to play a vital role in our Quality Assurance Program. ...Without question, the mystery shopping helps us to maintain our focus on service. When we tied a portion of management bonus to the results of service evaluations, we saw not only the scores of the Mystery Shopping reports but also other operational measurements increase across the board.
...ServiceSense has been a positive and accessible resource to us. We consider their program to be an important part of the maintenance of our service quality and standards".
John Thomas, Director
Baja Fresh Mexican Grill
Westlake Village, CA
|"...ServiceSense worked with us, not only to write the new shopper forms, but also to fine-tune our steps of service. The results have been a huge success...we can now use the reports to measure our teams’ performance based on objective standards.
...It is a pleasure to have reports that enable us to measure tangible goals... Our team members now look forward to getting the reports and have begun to hold each other accountable for their performance."
"In short, Service Sense has been instrumental in our efforts to improve service in our restaurants. The program has become a very positive management tool for my staff and management teams. We are very excited about the results."
Hol Hustus, Chief Operating Officer
FiRE + iCE Restaurant Group