Mystery Shopper


Elevating your game requires taking a fair, honest look at how you and your team are performing. Mystery Shopping is a proven method of evaluating service delivery (and keeping your team on its toes). Our service ‘shops’ via the telephone and in-person to offer you the full evaluation of all customer touch-points.

Engage Mystery Shopping combines time-honored techniques with exclusive refinements and recommended improvements to bring your business results.
  • Prior to the “shop,” we set a list of service metrics approved by you – a report card for your team member. The metrics are business-tested and field-ready – they include elements we have developed and refined over years of working with service companies.

  • We arrange for a trained Engage agent in your service area to make the call – completely indistinguishable from any other service call your team receives.

  • During the visit, we can enact complex service scenarios to test your team’s response – and inform your training efforts.

  • After the visit, we provide detailed reporting and recommendations.
 
         
 
Customers are out there. Engage will help you find them with heat-seeking solutions and proven strategies to transform your marketing efforts.
 
Engage has developed a suite of programs that help you retain your customers and keep the competition at bay through elevated service and improved communication.