Mystery Shopping Presentation_Coverttravelers_FINAL _PAV Virginia Beach

transcript

Take the Mystery Out of Customer

Satisfaction

Presented by:

Jeff Beck

• Founded in 2009

• Goal. To help the private and public

sectors with acquisition management,

customer service delivery, and performance

• Over 6 years of success

• Niche: T R A N S P O R T A T I O N

• Focus. On providing our clients with customer

experience measurements and compliance controlservices through an approach designed to identifykey behaviors that drive customer satisfaction and toshow our clients through documented research thatthe reported information is valuable for customerloyalty, advocacy and sustained profitability

www.govpartners.com I www.coverttravelers.com

About Us

Agenda

• Introduction

• What is Mystery shopping?

Who uses Mystery Shopping?

Program Development and Implementation

Reporting

Covert Travelers™

What is Mystery Shopping?

History

A Brief History of Mystery Shopping.

Mystery Shopping

• Mystery shopping is a tool used by private and public organizations to measure the quality of customer service, operations, safety, contract compliance, and the overall experience of the everyday customer.

Customer Experience Shops

Video Shops

Call Center Shops Location/Brand audits

Online Shops Regulatory Compliance

Operational Safety

Benefits

Identifies market needs and

opportunities

Identifies training needs and areas of

improvement (corrective action)

Monitors and measures service performance and

identifies cost savings

Makes employees aware of what is

important in serving customers

Promotes positive customer

relationships

Monitors safety conditions

Audits/evaluates vendor contract

compliance

Provides feedback from

front line operations

Ensures service delivery quality

Market Research data, Competitive

analysis and benchmarking

ww.govpartners.com I www.coverttravelers.com

Mystery Shopping

Mystery shopping is not:

• Method to catch employees performing poorly• Vehicle for punishing employees• Internal audit replacement• Solo customer experience research tool

Program Development

Design with the outcome in mind

• Engage cross-functional team (include 3rd party)• Senior leadership buy-in• Define clear objectives (Strategic direction)• Technology• Set KPI’s consider incentives• Omni-channel approach• Communicate the initiative • Take action/Compliance (use the results)• Best practice (sharing/impact)

Implementation

Evaluation forms are created in iSS by

Scheduler (1 month in advance)

Covert Traveler conducts the observation

Covert Traveler submits reports via iSS

(within 6 hours)

Reports are sent to Client within 24 hours of

observation completion

Covert Travelers are scheduled and

assigned evaluation forms

Reminders sent 72 hours prior to Covert Traveler

observation

Program Manager reviews reports and sent back to Traveler

for finalization (Quality control)

OVERALL SCOREEVALUATION PARKING GARAGE FACTORS

RATING POINTS

Acceptable

Not Acceptable

Not Applicable

Completely Acceptable

Pre-Arrival

Arrival

• Exterior

• Interior

Appearance

Operations/Safety

Customer Service

Overall Experience

Third Party Evaluations/Rating system

Evaluation Parking Garage.

Pre-Arrival. Apps, Websites, Call centers

AppsAccuracy

Call centersCustomer

Service

Pre-paid CX

Arrival. Appearance Exterior

Appearance. Interior

Operations / Safety

Customer Service / Overall Experience / Exit

Operatives with specialized training to anonymously evaluate:

What is Covert Travelers™?

Customer Experience

Operational Efficiency

Employee Integrity

Service Safety

Appearance

CovertTravelers™

ww.govpartners.com I www.coverttravelers.com

Covert Travelers™

Market Research Passenger

Surveys

3rd party evaluations

(mystery shopper program)

Program Management

Staffing support

Acquisition Management

Support

Our services

Questions

If you have any questions or you would like to set up a meeting,

please contact us

Jeff BeckDirector of Contracts/Clandestine Services, GovPartners, LLC44927 George Washington Blvd. Suite 230Ashburn, VA 20147571-252-3868 (phone) 888-424-4401 (fax)info@coverttravelers.comwwww.govpartners.comwww.coverttravelers.com

Thank you!

Mystery Shopping Presentation_Coverttravelers_FINAL _PAV Virginia Beach

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