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September 05, 2010 ..:: METHODOLOGY ::..   Login

Everyone establishes goals and sets objectives in order to meet them. Phantom Group believes companies should track and review customer service like they do their sales numbers and finances. Phantom Group helps a business improve service by providing the information they need to:

  • Measure
  • Track
  • Review
  • Take action

Phantom Group provides phantom shopping services in industries such as restaurants & cafes, wholesalers, retail stores, hotels, resorts, grocery stores, internet shopping, service stations, and many other concepts.

Phantom Shopping Methodology
The Phantom Shopping process is designed to test company standards and customer service techniques. Phantoms are sent in by Phantom Group to pose as customers in a customer service experience. These Phantoms follow guidelines provided by Phantom Group, to evaluate employees according to standards that are put forward by the company. Evaluations are completed by the Phantom and submitted to Phantom Group. These evaluations are compiled, verified for accuracy, scored, tracked, and provided to the company in customised formats.

By measuring and tracking customer service levels, improvement and focus can be brought to the most important part of your business. Employee incentives, goals, and corporate action plans can be devised to manage and improve customer service and consistency company-wide.

Phantom Group works closely with its’ clients to design, implement, and monitor the program. All reports and service standards are completely customised to reflect your company standards and expectations.

Some examples of service actions that could be evaluated in a Phantom Shopping Program are:

  1. Greeting Customers
  2. Offering Assistance
  3. Suggestive Selling
  4. Timing
  5. Thanking Customers
  6. Purchase Facilitation
  7. Product Quality
  8. Availability of Promotions and Marketing Material
  9. Facility Conditions
  10. Employee Appearance

Phantom Shopping is an objective process that researches and tests customer service using realistic customers, and provides the tools to make improvements and reward high-level performances.

Phantom Shopping is most effective when a trend can be established, thus Phantom Group recommends a minimum of 2-4 visits per area of the business each month. Anything less is still accurate information, but by the time a trend takes to be found, conditions may have changed, thus making the data less meaningful.

With Phantom Group's Phantom Shopping Program your business receives measurable data to provide feedback and motivation for your operation. You can objectively compare different locations, shifts, and employees using the same standards.

Benefits of Phantom Group's Phantom Shopping Program:

  1. Feedback - Specifically designed to coach employees for improved performance to meet your standards.
  2. Timeliness - Prompt feedback guaranteed.
  3. Reliability - Guaranteed accuracy in evaluations. Every evaluation is checked for quality control.
    Company
  4. Consistency - Every employee and location in your company will be evaluated using the same standards.
  5. Incentives and Competition - Consistent analysis provides a basis for a standardized bonus system or discretionary incentives.
  6. Identification - Provides information to reward areas that exceed quality standards and identify where improvement may be needed.

Phantoms visit client locations as regular customers, evaluating the operation from the customer's perspective. They rate the experience against predetermined criteria and the information is processed into a usable format for the company.

Phantoms are provided with procedures and guidelines needed to perform evaluations. All work is monitored to ensure quality control.
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