Is Alcohol/Cigarette Compliance The Area Where Mystery Shopping Can Be About 'Condemning' Employees?

Posted on October 13, 2011 by blogComments

It has been mentioned before - that stigma that the mystery shopping industry faces that the goal is to catch employees up to no good. In most cases, this is not the real goal. Instead, it is to identify where staff may benefit from further training to improve customer service. There may be one exception to this rule, however, and that's mystery shopping to ensure compliance in alcohol and cigarette distribution.

What Makes Alcohol/Cigarette Compliance Different?

There are certain guidelines that should be followed when providing any type of customer service for the sake of client satisfaction. However, there are also a number of reasons why that isn't the top priority in alcohol/cigarette compliance:

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Topics: Mystery Shopping

The Role Of Mystery Shopping In Banking

Posted on October 11, 2011 by blogComments

Whether employees recognize it or not, the financial industry is one where they have substantial responsibility. After all, they are tasked with guarding the investments of and personal finances of their clients. People walking into a bank, for example, have far more to lose from a "poor" customer service experience than someone making a purchase at a retail outlet. A lack of attention to detail by an employee could mean (at least temporary) financial stress for clients.

Mystery shoppers can help in the financial industry too, in order to ensure that the highest level of customer service is being delivered to protect the assets of their clients. It is often a stigma that it is the job of mystery shoppers to catch employees doing something wrong. In the financial world, there might be an even greater perception that this is the goal, because employers can then have grounds to fire individuals that they've suspected of stealing if they are caught in the act. This, however, is not the only thing that can be accomplished.

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Topics: Mystery Shopping

Learning From a UK Study On The Top Places To Shop

Posted on October 6, 2011 by blogComments

The City of Cambridge, in the UK was recently given the honor of top retail town in the country, according to a mystery shopping initiative. It received an overall average of 90% with a couple of retailers scoring perfectly. The plan is to use the city as a model for the rest of the country in order to improve customer experience across the board. Scores in this ballpark are not only rare in England, they are rare anywhere, and there are a few things that US shops can learn from this study abroad.

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Topics: Mystery Shopping

ICC/Decision Services Study Finds Retailers Falling Short On Customer Experience Management

Posted on October 4, 2011 by seoComments

ICC/Decision Services, an international Customer Experience Management firm based in New York City, recently concluded a survey across 381 chain retailers to determine the current state of measuring the customer experience. The study went across channels in the retail vertical, and included, but what was not limited to the apparel, supermarket, specialty, office supply and mass merchant sectors.

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Topics: News

Customer Feedback Surveys: What's In It For Me?

Posted on October 4, 2011 by blogComments

The retail and restaurant industries are entirely service-based. As a result, it is imperative that businesses in these industries receive feedback in order to deliver what their customers want to remain successful. There is, however, one major roadblock. It is difficult to get adequate feedback from customers.

Customers visiting retail and restaurant establishments care primarily about walking out with what they came for. In the case of retail, it is whatever consumer good they were seeking. In the case of restaurant, it is a good meal and a full stomach. If they get their product, they aren't as worried about what happened on the journey to it.

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Topics: Customer Satisfaction

The Future of Social Media in Mystery Shopping

Posted on September 29, 2011 by seoComments

David Rich, President & CEO of ICC/Decision Services, will speak on October 18-20. The MSPA (Mystery Shopper Providers Association) will be conducting their 13th annual conference in Atlanta. The panel will discuss the future of social media in mystery shopping. The panel discussion will be held from 1:30 pm, to 3:00pm on Oct 19, 2011. Social media has created a revolution, and an evolution. The decisions that were only available to those in corporate offices is now decided directly by consumers. These changes have not only changed the customer service experience in retail, but social media has also changed the mystery shopping experience as well.

The discussion panel will share how social media will become an increasing part of the mystery shopping reporting experience. The experts will also discuss the ever-increasing changes in social media, and in SEO (search engine optimization). The mystery shopping companies will learn how to use social media, in order to gain new clients, and to keep their clients satisfied.

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Topics: News

Erin Stimmel-GlarkVice President, Godiva Chocolatier

Posted on September 27, 2011 by seoComments

ICC/Decision Services offers a superior level of professionalism. Their online reporting has allowed our field organization to give immediate feedback to store personnel, which has enhanced our ability to exceed our customer service objectives.

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Topics: Testimonials

Wosang ChoMarket Research Manager, CVS

Posted on September 27, 2011 by seoComments

We have been very satisfied with our relationship with ICC/Decision Services. On every occasion the execution has been thorough with excellent reports and follow-through. I have had the chance to work with several people at ICC/Decision Services and each person has brought valuable insights upon their own areas of expertise. The reporting as been detailed and we have had the ability to cross tab the data every which way we wanted to slice it. ICC/Decision Services has also been really good about giving us nice "sound bites" that we were able to use for our presentations.

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Topics: Testimonials

Jim RenfrowATF Compliance Manager, Walmart

Posted on September 27, 2011 by seoComments

Our company, Wal-Mart Stores, Inc, currently contracting with ICC Decision Services for completion of our secret shops. As you can imagine, dependability of a company is a major concern when engaging services that are compliance related.

We have done business in the past with other secret shoppers companies, none of which lived up with their claims, or our expectations. Those previous companies were promptly terminated for poor performance, which is something that the world's largest retailer cannot afford.

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Topics: Testimonials

Scott LaChuteVP Sales & Service Operations, Eddie Bauer Inc

Posted on September 27, 2011 by seoComments

Eddie Bauer has had a long-standing business relationship with ICC/Decision Services, dating back some 5+ years. The genesis of our partnership began as Eddie Bauer has been and continues to be focused on customer experience. ICC/Decision Services really assisted us in shaping our objectives such that their customers experience management solutions could effectively work as part of our overall strategy.

Over the years, ICC/Decision Services has continued to demonstrate additional value added by working closely with us to understand our business, challenge our thinking and bring new ideas on the table. The team has been very hands on and flexible in taking their standard service offering and customizing them to our business need - from program design, to project management, to ongoing reporting and management. Their programs provide us with near "real time" information about the customer experience thus allowing us to react to customer specific AND global issues.

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Topics: Testimonials