Mystery Shopping is the use of an individual trained/briefed to experience and measure any customer service process by acting as a potential customer/actual customer and in some way to report back on the experiences in a detailed and objective way.
To regularly perform age controls at the general dealer, specialist stores etc. is important to assure that minors are prohibited from buying tobacco and alcoholic beverages. The tobacco law respective the alcohol law states that the person handing out tobacco, over-the-counter drugs and alcohol shall ascertain herself/himself that the receiver has reached 18 years of age for purchase of tobacco/OTC drugs and 20 years of age for purchase of alcohol. Better Business has many years of experience from performing age controls both in the general dealer and in specialist stores. When we do our age controls we always use Mystery shoppers that are old enough to buy, but they may for example look young or are within the age span when their ID should be checked. Contact us for a proposal. References are given on requests.
An audit is a detailed examination of how a company performs. We have conducted extensive audits for hotels evaluating their performance compared to the company standards as well as quick audits in retail shops to evaluate how a campaign or product is displayed and sold. Our online system is designed to report both internal and external audits. Some companies use both Mystery Shopping and Audits to measure how they deliver and how well they live up to their own brand standards. Our Mystery Shopper can also, after the mystery shopping visit, presents him/her to the employees or management, and continue to do the Audit. An Audit can cover many more details that a mystery shopper can never check: behind the scenes and can cover delivery of products, office, kitchen, storage facilities, etc.
We can evaluate your competitors on the criteria you choose, e.g. concept, assortment, function, waiting times, customer care, prices and sales techniques.
Customer and Employee Surveys
We can perform interviews in person, telephone- and web surveys to map out areas for improvement from the Customer- and Employee Perspective.
We can print cards that the customer may fill in with their comments on site. The cards can be gathered in a box at the unit or sent by post to Better Business for summary, analysis and reporting.
Many of our clients want to encourage and reward employees who have given Superb Service to the mystery shoppers (and of course also to real customers). That is why we created the Superb Service concept.
If the shopper receives Superb Service, he/she write a statement to describe the service experience. This statement can be printed on a diploma and be given to the person or unit that has delivered Superb Service. The Superb Service score is not given for good service but only for exceptionally good service. That is when the service is so good that the customer cannot resist telling friends and family about it.
About 12% of the visits lead to a Superb Service Award. We look forward to let you know if this is different at your company.
Direct feedback from real customers
Our unique service for the recording of customer comments allows immediate feedback. Customers call and answer a series of questions and leave a voice message with the additional comments. According to the preferred criteria you may receive some calls to your phone immediately when the customer hangs up. In addition, all customers' answers will be available in our report online in real time.
Customer flow analysis
Each store manager's dream is to know how the customers move and what items they look at in the store. Customer flow analysis is a perfect tool for anyone looking to optimize the flow of the store and the digital pen is the tool that makes this possible. With the digital pen, which has built-in camera, digitize drawings of the customer's ways of moving can be made and the customers activities throughout the visit to the store will be mapped out. Customer behaviour is recorded in real time so you can basically see the customer's movements online before they are out of the store.
During an exit interview pre-determined questions will be asked the customers who exit the unit such as a shop, restaurant, etc. The questions may include questions about the current visit to the store, general questions about the brand / store or both. Through exit interviews you will get a good picture of what customers think of the company and the perception the customer have about the brand. Results of the survey are available in our online system in which various reports can be produced.
Unique Online System
Better Business is currently working in two different reporting systems where all mystery shopping assignment are reported and where the clients can log in to see their results and reports. All our shoppers are registered in the systems with their profile.
The system that we have used for the past 10 years is called BaffOnline and is a system that we built our self from scratch. As the system is getting quite old, we are switching to a new system.
The new system is called BeOnline and like BaffOnline, all assignments are reported in the system and the clients are able to log in to see results and to get various types of reports. The advantages of the new system is that it is more modern, that it works in multiple browsers, that it deliver a more simple and easy ways to see the results of measurement, etc.
We have developed BeOnline to suit the needs our customers and we have. This makes the system unique and designed to always deliver reports of the highest quality in a simple and logical manner.