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SpinDistribute.com Article Directory

The following article was published in our article directory on May 16, 2013.
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Leading Family Portrait Studio Franchise Launches World Class Secret Shopper Survey Software

Article Category: Business

Author Name: Gary Valkenburg

Verve Portraits specializes in family photography, baby, children's and couple photography. Verve has been able to introduce immediate improvements in customer service based on the feedback from their survey software. The company has used their secret shopper tool as an efficient and organized way to collect very valuable information for the company. Verve has described the tool as "professional, systematized, manageable and transparent". In the following interview, the team from Verve Portraits describes their experience.

What outcomes were you after when launching a secret shopper program? As a customer service focused business, an online secret shopper program is imperative for our growth. We had secret shoppers doing surveys on our business, but the reports were around 20 pages of handwritten notes that made it nearly impossible to correlate the data. When launching a new secret shopper tool we naturally wanted to improve our service and to review the secret shopper reports without effort. One of the main outcomes was sourcing a survey software tool had to be world class, easy to use and transparent from the point of view of our employees.

After launching, were any problems immediately identified in your business? Yes there is one perfect example where we found out we were not responding to client's enquiries as quickly as we could have. We immediately made some changes and improvements to our procedures and were able to reply much quicker within days of finding the issue.

Do you have any advice for other companies launching a mystery shopping program? Yes we have four suggestions. First,share mystery shopper results with full transparency for maximum effectiveness. Second, ask questions on every aspect of the customer experience in your operation. Third, be as specific as possible when formulating your questions. Finally, make sure all staff understand the purpose of the mystery shoppers is to improve the customers experience, not to 'checkup' on your employees and 'catch them' doing something wrong

Did you achieve your outcomes? We achieved most of our outcomes. We had to make a few modifications to the question types to suit our more specific needs. Our reports take two weeks to complete and we were able to adapt the tool to our process.

What was your launch strategy? Our strategy was very simple since we were already completing secret shopper reports. We simply loaded our existing mystery shopper questions into the online survey software tool. Once all staff trained to access the reports on the platform, our company was ready to launch online. There was very little pre-launch planning required.

What advice do you have for companies wanting to launch a mystery shopper program? Again we have four tips. We sent a welcome email to all new mystery shoppers that contained our four key items. First, their individual login username and password. Second, the outcome of their specific mystery shopper exercise. Third, step by step instructions on using the mystery shopper tool. Finally, company contact details in case of questions arise

How has this new program added value to your business? This tool has been a welcome addition to our business. It allows us to identify problem areas or opportunities for improvement and we can create quick action plans towards these items. Since the Mystery Shoppers are candidates that are paid to complete the reports, they give us honest feedback that we could not acquire elsewhere. The fact that the team knows that regular mystery shoppers are coming through really keeps them focused on the game. There is no room for sloppiness or complacency. We now have a higher standard of service which gives our company a competitive edge and a more customer focused culture within our teams.

Keywords: Online Secret Shopper, Secret Shopper Software, mystery shopping, customer satisfaction survey, survey software

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