As a large company you have established your brand and the way you do things. You already have extensive IT systems in place, and you don't want a mystery shopping program sitting out on its own, not talking to your other systems. You need to be able to compare your mystery shopping results with your other metrics - sales data, turnover, locations, employees, training. You probably also have significant customer data from feedback, surveys and possibly previous mystery shopping programs.

Integration

At Shadow Shopper we have extensive IT experience at executive management level, and the expertise to integrate the Shadow system with your current IT systems. Downloading data into Excel is a simple mouse click, and you can upload your data into the Shadow system any time you wish. Do you want to see if high customer service scores correlate with high profitability? If an improvement in compliance leads to an improvement in sales? If the busiest stores have lower service scores? No problem!

Flexibility

Your business changes - your locations, service standards, products all evolve, and your mystery shopping program needs to be able to adapt. At Shadow, all our systems are developed and maintained in-house so you have unparalleled flexibility to change. Our expertise enable your program to incorporate changes while not losing continuity or historical data.

Customisable and Scaleable

Shadow systems are fully customisable. They are set up to show your locations, your structure, your lines of business and your personnel. Shadow systems are fully scalable. No matter how large your organization grows, how many programs you have or how complex your structure becomes, Shadow systems can handle it.

Costs

A tailored program for a large company with 100+ locations can start from as little as $70 per location visit. The cost includes:

• All setup and ongoing management costs

• Changes to programs as required

• Hosting and management of website and data

• Online Query Facility and NoticeBoard

There are no hidden costs or 'gotchas'. The cost for the location visit includes everything.

As you move over 50 locations robust systems have to be in place, and you already know that having non-integrated systems leads to fragmented information. Your brand is well established, and protecting it becomes a major concern.

Protecting Your Brand

To retain customers and your competitive edge, your must provide service excellence - time after time, day in and day out. You know that customer perceptions and experience now need to be monitored and analysed, but having a mystery shopping program sitting out on its own, not talking to your other systems, is not helpful. You need to be able to compare your mystery shopping results with your other metrics - sales data, turnover, locations, employees, training. You possibly also have customer data from feedback, surveys and possibly previous mystery shopping programs.

Integration

At Shadow Shopper we have extensive IT experience at executive management level, and the expertise to integrate with your current systems. Downloading data into Excel is a simple mouse click, and you can upload your data into the Shadow system any time you wish. Do you want to see if high customer service scores correlate with high profitability? If an improvement in compliance leads to an improvement in sales? If the busiest stores have lower service scores? No problem!

Flexibility

As you grow your business changes - your locations, service standards, products all evolve, and your mystery shopping program needs to be flewible to keep up with the changes in your business . At Shadow, all our systems are developed and maintained in-house so you can change your questionnaires and reports while not losing continuity or historical data.

Growth

No matter how large your organization grows, how many programs you have or how complex your structure becomes, Shadow systems can handle it.

Costs

A tailored program for a company with 50 - 100 locations can start from as little as $70 per location visit. The cost includes:

• All setup and ongoing management costs

• Changes to programs as required

• Hosting and management of website and data

• Online Query Facility and NoticeBoard

There are no hidden costs or 'gotchas'. The cost for the location visit includes everything.

Up until 12 or so locations, it's possible to keep a watch over everything although you're run ragged doing it! After 12 or so, you know that there is a need for formalised systems and standards, to protect your brand and keep your customers loyal.

Your Competitive Edge

To retain customers and a competitive edge, your must provide what your brand promises - time after time, day in and day out. You need to know what your customers expect and what they experience, and you need clear information about what's actually happening and what your customers think - and whether they will come back.

Time and Budget

At Shadow we know your time and costs are important. A Shadow Shopper program can be established quickly and with minimal impact on your company's time. We set up and manage everything, so that you are free to attend to business knowing that you have an expert company working for you. Unlike others we don't charge a set up fee. We have a simple visit-based fee, and this includes all ongoing changes.

Future Expansion

You know how important it is to position for future growth, so its good to know that no matter how large your organization grows, how many programs you have or how complex your structure becomes, Shadow systems can handle it.

Costs

A tailored program for a company with 12 - 50 locations can start from as little as $75 per location visit. The cost includes:

• All setup and ongoing management costs

• Changes to programs as required

• Hosting and management of website and data

• Online Query Facility and NoticeBoard

There are no hidden costs or 'gotchas'. The cost for the location visit includes everything.

Up until 12 or so locations, it's possible to keep a watch over everything without systems but you know how hard it is to keep up your brand standards. And keeping up those standards is imperative - otherwise there is nothing to distinguish you from your competitors.

Your Competitive Edge

To retain customers and a competitive edge, your must provide what your brand promises - time after time, day in and day out. You need to know what your customers expect and what they experience, and you need clear information about what's actually happening and what your customers think - and whether they will come back.

Your Time

At Shadow we know your time is important. A Shadow Shopper program can be established quickly and with minimal impact on your time. We set up and manage everything, so that you are free to attend to business knowing that you have an expert company working for you.

Budget

We know that you have a budget, and you can be sure there are no hidden fees. We work on a fee per visit, and don't charge set up, change or other fees.

Future Expansion

You know how important it is to position for future growth, so its good to know that no matter how large your organization grows, how many programs you have or how complex your structure becomes, Shadow systems can handle it.

Costs

A tailored program for a company with 1 - 12 locations can start from as little as $75 per location visit. The cost includes:

• All setup and ongoing management costs

• Changes to programs as required

• Hosting and management of website and data

• Online Query Facility and NoticeBoard

There are no hidden costs or 'gotchas'. The cost for the location visit includes everything.

Manufacturers rely on their resellers to sell their products. They need to know that your resller's staff are giving the right information about your products, and (crucially) recommending your products. If your reseller is recommending other products over yours and giving your product a bad name you need to know about it.

The only way to know is by mystery shopping.

We send in experienced shoppers, with the same profile as your customers, who can enquire about your products and your competitor's products. You can find out what is being said about your product and what products are being recommended to the customers.

Don't just hope that your resellers are doing the right thing. Put in place a Shadow Shopper program to you find out.

When franchisees buy into your business they are investing their money in your brand. They want to be a success like you by following the way you do things and giving your customers what they expect from your brand.

It's important to them that the brand's good name is kept up, and not devalued by some bad operators.

By having a Shadow Shopping program in place you can demonstrate to current and potential franchisees that you take seriously the value of your brand and that their investment will be protected.

Shopping Centres are more than a collection of stores under one roof. They are 'destination' where people want to spend time, enjoying the ambience and sampling the stores, restaurants and coffee shops.

Shadow Shoppers visit the retailers and the Centre facilities checking that the service they get from the retailers, and reporting on their experience of the Centre as a whole.

An independent mystery shopping program gives the Centre Management the ability to demonstrate value to current and potential lessees. They will know that any problems with individual retailers not providing the service, products and setting expected by consumers will be identified and acted upon before it affects other retailers. This will demonstrably add value to retailers and potential lessees, and Centre management and owners.

Costs

As Shopping Centres have all their locations under one roof, Shadow Shopper can offer considerable savings. Visits to retail stores in Shopping Centres can ba as little as $35 per retailer. Contact us for details.

You may not have a physical 'shop front' but you have an online shop front where your customers interact with your business. You probably measure visitors to your site, where they go and how long they stay on your site. You will know your 'Abandoned Cart' statistics.

But while your web stats can tell you how your business is performing they can't tell you why. Only getting real customer feedback about their experience will do that.

The customer experience is just as important as for 'bricks & mortar businesses. You need to know what real customers experience on your website, and whether they find it easy to buy from you. You are not going to get that information from your web stats. The only way is a mystery shopping program.

Most government organisations have 'customer service' as one of their values, and most have Customer Service Charters. Why then does survey after survey show people rate the service below private industry?

Often, standards of customer service are developed without reference to real customers. They may seem good, but if they are not perceived to be of value by the customer then they will rate badly no matter how well the service was delivered. Effort put into increasing 'customer satisfaction' by greater conformance to the standards will have no effect on how the customers perveive the service.

A Shadow Shopper program will demographically match shoppers to your customers, so you will get real feedback from real customers. You can find out what they experienced , what they expected and what they wanted .

Shadow Shopper can cover all channels of your customer service - site visits, call centers and online queries