A mystery shopper program is the foundation to learn how your brand is delivering on its promise to customers. But a comprehensive program combining mystery shop data with complementary data points is the most effective way to evaluate your customer experience and brand reputation.
In-store audits ensure operational compliance as well as monitoring in-store programs. Evaluate product placement and promotions, ensure compliance with regulations and guidelines, and monitor stock to revise distribution programs as needed. Field audits assess location-specific compliance as defined by your business.
Brand Reputation Management
Monitoring social media sentiment and online reviews is critical to manage your brand’s reputation online. Our Brand Reputation Management system aggregates all your social channels and various review sites to provide you a single view of your online reputation. Manage negative commentary and promote positive sentiment with built in triggers and automation tools.
Feedback Surveys provide a first-hand perspective and complement your mystery shop data to create a more complete picture of your customers’ experience. Customer surveys can be tailored to provide information about specific experiences you are looking to evaluate, for example at the point of purchase, after a visit in-store, or can be used for more general feedback. Employee surveys provide the perspective of your front-line – those who are interacting with your customers the most.
Customer Experience Management Consulting
Data is not actionable alone. Understanding and analyzing data trends and patterns allow you to make the right decisions to improve and grow your business.
“At Robeks Fresh Juices & Smoothies, we have been partnered with 360 Relay for over a decade to improve the guest experience in our stores.
We use both their Mystery Shopper program as well as a custom, detailed operational audit. Their team is always very responsive to our needs and has definitely helped us improve the guest experience and thus our sales system-wide.” -VP of Operations
Contact us today to learn about creating a strategic package of services for a 360-view of your customer experience.