The purpose of a method is informing the guide of the customer on processes and/or quality of service to help with implementation of the training plans, to improve service and, therefore, to increase satisfaction of clients, to achieve their support and loyalty © the code of Association of the Agencies of Monitoring of Quality of Service (AMQS).
What does it give?
- Assessment of quality of customer service, observance of standards.
- An opportunity to reveal bottlenecks in work of personnel for development of materials on further training of employees.
- To define and take measures for prevention of violation of standards of customer service.
- To estimate as far as appearance of a point meets expectations of the client and corporate standards.
- To check performance of standards of service by personnel, instructions and scripts of sales.
- To define at what stage potential clients leave.
- Possibility of steady improvement of quality of service
The secret buyer – specially trained employee who inspects the sales outlet under the guise of the potential client and then provides the reporting in the format necessary for the Customer of research.
Testing can be undergone as completely incognito, and with disclosure of the purpose of visit at the end.
WHAT BUSINESS NEEDS THE SECRET BUYER?
Owners and heads of businesses of the most different forms and directions actively use service of our agency "Secret Buyer".
Service among representatives of the following branches is most demanded:
- financial sector – banks, investment funds;
- small and large retail trade in food;
- trade in consumer electronics;
- the company outlets belonging or operated by the international brands with strict standards of service;
- insurance establishments;
- catering establishments – restaurants, cafe, fast food;
- service companies;
- dealer companies, etc.