Secret Shopper® has delivered actionable market research and analysis to our clients for over 25 years. In that time, we have successfully assisted clients in almost every customer-focused industry to provide cutting edge customer experiences.
A profound shift is taking place in the global marketplace. The emergence of digitally driven mobile communications has empowered consumer influence and control. Managing your brand's image and reputation while aligning it with your firm's objectives is still central to success in today's business climate. The tools to manage your brand are changing and we have the toolbox to empower your team to excel both in the digital world and across mobile platforms.
Your website is the first step on your firm's journey to delivering an unparalleled customer experience in today's digital landscape. We review a user's overall experience and high-level performance factors as well as detailed technical information to accurately assess your site's overall performance, mobile friendliness, and SEO vitality while identifying opportunities for enhancement.
The ability to communicate effectively on the phone is the second critical step to providing an excellent customer experience. The way your employees answer the company phone will form your customer's first, and most often, lasting impression of your business. The person answering your phone should be warm, enthusiastic, and courteous. Secret Shopper® has the right tools to ensure your frontline stakeholders are driving customers into the store or back to the website.
In addition to gaining vital customer relationship management details for your own business with our onsite evaluations, you can also measure and analyze your competitors for a complete picture of the market. Use our competitor analysis tools to help define your best path forward and measure your team's execution of customer experience strategies.
All of our business intelligence solutions are focused on actionable intelligence. Zeus, our proprietary technology platform, provides the flexibility to create a market research program that meets your exact specifications. Zeus' dashboard lets you see your team's performance at a glance with straightforward drill down capabilities.
Zeus is the thread pulling all your data together in one place. From mobile platforms to social media and onsite evaluations we can integrate all of your services into your personalized dashboard, including outside data streams if desired.
Work with us to define your market research needs to ensure that the intelligence we gather on your behalf is reported in a format that is objective, quantifiable, and actionable to your executives.