Customer Service Evaluation and Mystery Shopper Services

Customer service evaluation through the use of mystery shoppers, offers a snap shot experience of the frontline customer service a business provides. It’s a first hand account from the people that matter most to your business, your customers.

As a business owner or senior manager, CBS gives you a chance to evaluate how your business really performs. You find out exactly what is going on and it’s an independent view that cannot be replicated internally.

Our mystery shopping service allows you to fine tune your customer approach. CBS identifies the strengths and weaknesses of your frontline customer contact staff. We let you know where improvements can be made regarding your team member’s knowledge of your business. We identify learning and development gaps, compare the quality of your products and we even help you tailor your facilities to get the most from your customer interactions. This information can be monitored against a variety of performance indicators.

The key objective of our employee evaluation service is to facilitate behavioural change in order to optimise your business.

All mystery shoppers are hand picked for each assignment. Specific shopper profiles can be requested or rotated. A client may request, for example, a mum with kids one month, an executive the next or even a mature or retired shopper. Specific details of the mystery shop can also be requested.

• Is there a particular product you would like the shopper to purchase?
• Should the shopper assess a particular employee?
• Are there any specific observations you would like the shopper to make?

We allow our clients to choose the exact day and time they would like their Mystery Shop to take place. Our mystery shopping services can also combine telephone and face-to-face evaluations.

We only work with shoppers who have web access. All assignments are scheduled, completed and edited via our web-based platform.

We provide our shoppers with a list of actions or observations that make up an ‘excellent’ standard of performance. A comment is made by the shopper to correspond with every observation.

CBS prides itself on the quality of instructions provided to our shoppers and uses visual aids to reinforce carefully worded instructions. Shoppers can call any time with a query using our toll-free phone number.

Any business can afford our program. Costs are based on the number of store visits per month with no hidden costs. CBS does not charge program establishment fees, ongoing database maintenance fees, administration fees or report generation and distribution fees.

Mystery Shopping Service
Realtime Dashboard Reporting