Service Performance Group Services Provided

Traditional Mystery Shopping

Customer Satisfaction Surveys

Telephone Mystery Shopping

Marketing Promotions Support

Manufacturer Brand Audits

Competitor Evaluations

Quantifying Customer Service

Application Performance Management

Calea Certification

Service Performance Group Core Benefits

Prospect Request

Email or toll-free call 866-567-8300 with your requirements and we will respond quickly to your query – we value the opportunity you are presenting us.

Proposal

You will receive a detailed Statement of Work based on the information you provide, allowing for your signature to begin the Project.

Format Development

You will receive a tailored copy of your format with questions to be answered and scoring weights placed against each question for your approval and sign off.

Mystery Shopper Guidelines

Our process is completely transparent to you, our client. We will forward for your review, the mystery shopper guidelines that will dictate the who, what, when, where and how a mystery shopper will perform their assignment.

Scheduling

Service Performance Group does NOT use outside scheduling agencies who use their database of shoppers. To give up this critical component is to lose control of the quality of mystery shopper used. All scheduling is completed internally.

Results

Service Performance Group requires mystery shops be submitted within 18 hours of completion. A comprehensive review is conducted matching scored response to the narrative describing the experience before being released to our clients.

Summary Reporting

Beyond each mystery shop report containing a results summary, a monthly chain report is provided at no cost ensuring senior management sees a detailed chain-wide summary of data allowing for decisions to be made and action taken with confidence.

Fully Tailored Formats

All Service Performance Group mystery shop formats and detailed monthly summary reports are developed and tailored to meet the specific needs, requirements and budget of each client. None of our delivered work product is cookie cutter.

Format Assessment

Service Performance Group recognizes the inherent and evolving nature of business and this is reflected in our formats. When a question is no longer relevant or a newer service component is added, you direct what you would like deleted or added to your format.

Delivering Tailored, Actionable Data Since 1992

Menu