Serving customers consistently well is a never-ending challenge. Understanding exactly what happens to a typical customer whenever they make contact with your business is key to meeting your customer service challenges.

Understanding customer expectations, needs, and demographics creates an opportunity to serve customers better than competitors do. And clearly serving customers better creates satisfied customers, increases repeat business, and drives profitability.

customer satisfaction

So how do you measure the service you are offering to your customers? One way is to carry out customer satisfaction surveys; guest questionnaires, customer comment cards etc. But this will only enable you to measure customers’ perceptions of your service and not necessarily WHY they felt that way. Customer satisfaction studies measure the outcome of customer service performance; ie. perceptions versus initial expectations.

customer service measurement

By contrast, Customer Service Measurement focuses on the process of delivering customer service, by measuring performance at each identified stage of a customer’s journey. Unlike a customer satisfaction survey, it is not a snap shot of how the customer perceived a service after the event.

One of the hardest parts of a customer’s journey to measure is the interaction between the customer and the employees, which is the crux of customer service. A manager cannot possibly oversee every conversation between employee and customer, despite the fact that customer satisfaction and perceptions are often based on interaction with employees.

An ideal solution is the implementation of a Mystery Customer programme, which is a form of Customer Service Measurement. It measures customer service delivery through out the whole ‘customer journey’. Mystery Customer programmes detail specifics of those interactions, highlighting areas of success and areas needing improvement. When employee performance is critical to customer service delivery, Mystery Customer programmes provide a consistent performance measure of the human aspect of the service process against set customer service standards.

its incognito

Our Mystery Customer programmes are tailor made to match your strategic and operational objectives. We work closely with you at the start to ensure we understand your exact requirements.

Mystery Customer audit calls are carried out anonymously by our team of Incognito Assessors normally on a monthly basis or a frequency to suit your organisation.

incognito assessors

ITS Incognito has a dedicated team of Incognito Assessors. We choose to have a small team of regular experienced Incognito Assessors rather than having a database of thousands of potential Incognito Assessors. By having a small regular team, we can ensure consistent standards of performance and measurement.  However we use a sufficient number of Incognito Assessors for each customer to ensure a variety of ‘voices’ and ‘visitors’ are available (to avoid detection).

Whilst other mystery customer companies let their mystery shoppers pick the assignments they want to do, ITS Incognito carefully selects the most suitable Incognito Assessors for each assignment.

Our Incognito Assessors are a mixture of ages, have different accents and experience. They are all completely reliable, honest, observant, objective and keen to do a good job.

All our calls are recorded using the latest digital technology. The audio recordings may be downloaded from the ITS Incognito website or sent to you by email. This enables you to listen to the calls and to hear how inflection, tone and enthusiasm impact sales performance. The audio recordings are ideal for coaching and training purposes.

web reporting

ITS Incognito uses the benefits of the internet to deliver Mystery Customer results online. Clients may choose to access their own secure and dedicated section of the website to review their results or to have them sent by electronically by email.

Our reports are designed to match your customer service and sales standards and are scored accordingly.

All calls and reports are reviewed by the management team before the sound recordings and reports are sent to clients to ensure accuracy and attention to detail.

information follow up

Our programmes can also assess written proposals further to a conference or group enquiry as well as the follow up enquiry process to determine whether business opportunities are being maximised and whether customers are being dealt with professionally.

next step

Why not give us a call to discuss your requirements or try ourfree Brochure Service Assessment