What is Phantom Shopping?
Phantom Shopping is the practice of using trained Phantoms to anonymously evaluate customer service, operations, employee integrity, merchandising, and product quality.
What is Customer Satisfaction Tracking?
Customer Satisfaction Tracking is the practice of determining the extent to which a company’s products or services satisfy the requirements of its customers.
Why use a Phantom Shopping Service?
- Effective ongoing monitoring of customer service levels within the organisation.
- Opportunity to ensure that organisational standards and policies are adhered to.
- Ability to identify weaknesses in your current processes.
- Attainment of a better understanding of the perceptions you are fostering amongst stakeholders.
- Creation of an exceptional customer service focus in your organisation as it motivates staff to provide good customer service always.
- Improvement in staff moral – as good customer service is recognised and rewarded and poor achievers are given training to enable them to improve their performance.