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
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About Us
Agenda
• Introduction
• What is Mystery shopping?
Who uses Mystery Shopping?
Program Development and Implementation
Reporting
Covert Travelers™
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What is Mystery Shopping?
History
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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.
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Types
Customer Experience Shops
Video Shops
Call Center Shops Location/Brand audits
Online Shops Regulatory Compliance
Operational Safety
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Users
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
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Mystery Shopping
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Mystery shopping is not:
• Method to catch employees performing poorly• Vehicle for punishing employees• Internal audit replacement• Solo customer experience research tool
Program Development
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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)
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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
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Evaluation Parking Garage.
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Pre-Arrival. Apps, Websites, Call centers
AppsAccuracy
Call centersCustomer
Service
Pre-paid CX
Evaluation Parking Garage.
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Arrival. Appearance Exterior
Appearance. Interior
Evaluation Parking Garage.
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Operations / Safety
Evaluation Parking Garage.
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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
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CovertTravelers™
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Covert Travelers™
Market Research Passenger
Surveys
3rd party evaluations
(mystery shopper program)
Program Management
Staffing support
Acquisition Management
Support
Our services
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Questions
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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!