The secret shopping process
Secret shoppers provide an unbiased perspective of how well an organization is meeting its customer service and training objectives. The shopper assumes the role of a customer and conducts evaluations based on the agreed criteria.
Our shoppers are experienced, proven and reliable. Not relying on third-party schedulers, Imaginus shoppers are trained by Imaginus' staff of professional trainers. We maintain a higher staff level than our competition to provide immediate back-up, cover every day/time and shopper demographics need, and allow constant rotation to maintain anonymity. Our management staff is cross-functional and able to cover any contingency or client need.
Each shopper is trained by Imaginus to observe and evaluate in an unbiased, objective, and thorough manner.
Each evaluation is reviewed by an Imaginus supervisor prior to submission to ensure the highest quality and appropriate level of detail.
Depending on your specific needs
Imaginus evaluates from a variety of perspectives, including:
The Individual Service Provider
Attentiveness, attitude, appearance, image, competence, product/store knowledge, selling/presentation skills, problem solving, vendor representatives
The Customer's Experience
Timeliness, product availability/quality, internal/external ambiance, guest services and amenities, in-house events, phone/mail/web order process, post-sale follow-through
Product appearance, display organization, department identification, signage
Order accuracy, transaction completion, signage/pricing accuracy
Loss prevention transactions, security vulnerability, employee integrity
Greeting, helpfulness, knowledge, accuracy
The Hiring Process
Ease of application, staff availability/ helpfulness/knowledge, EEO guideline evaluation
Product, pricing, facility features and service comparisons
Overall site effectiveness, product order navigation and receipt/delivery of product
Added Value Opportunities
Shop evaluation with suggested performance-improving action/ talking points, follow-up training to address identified needs, customized management reports based on shop results and trend statistical data