Running an awards programme means putting a fair, credible and independent measuring framework in place.
As part of our role delivering the national ukactive awards, we have helped a number of gym and fitness operators gather evidence and submit their entry to the industry’s most high profile awards programme.
Your social channels say as much about your brand as any other touchpoint.
We review how your team engages across these platforms – for responsiveness, quality and tone – like we do for F45, where our social media mystery shopping was the first step in a complete overhaul of social media policy within the organisation.
However your customers get in touch, how your team handles the call matters.
We build a brief, script and scoring criteria around what's most important to you – whether that's waiting times, how well training is bedding in, or simply how friendly your team sound. It's what we did for Care UK, where our telephone mystery shopping highlighted the gap between the best and the worst experiences customers were having.
With so much business happening online, it's just as important to understand how your website or app performs as your in-store experience.
Our online mystery shoppers test everything from ease of use and web chat to payment and delivery, like we did for Which? where our mystery shop of Tinder helped them understand how customers perceived their membership fees and ease of purchase.
Face-to-face mystery shops remain our most popular service, giving you a real-time, first-hand view of the customer experience.
We'll work with you to choose the right approach – quantitative for fast-moving businesses with plenty of data, or qualitative for a fuller picture. It's what we do for Prezzo Italian, where our in-person mystery shopping has helped them improve the service for customers across their locations.
