With little room left for differentiation on product or price, companies have turned their focus to the customer experience. The business case is clear. The ability to consistently deliver a superior customer experience leads to loyalty, advocacy, long-term growth and increased market share.
BestMark manages a field force of over 200,000 mystery shoppers in more than 10,000 cities throughout the US, Canada and Europe. Our shoppers are extensively trained to engage front-line sales personnel with specific sales scenarios and objectively assess performance on key customer experience attributes.
The success of any competitive intelligence program is largely dependent on the quality of the work done before program implementation. At this critical time, what makes BestMark an ideal partner is our steadfast commitment to thoroughly understand each client's unique needsand our ability to draw on proprietary methodologies based on over 27 years of measuring the customer-experience with Fortune 500 and Global 50 clients. Among other objectives, the program design stage seeks to:
Before we execute a single competitive mystery shop, we select the right shoppers for your program and train and certify these shoppers to fully understand the scenarios they will be using and the customer experience dimensions they will be scoring.
As shops are executed, we leverage our staff of Quality Editors who are trained and certified on a client-by-client basis and scrutinize every score and every word our shoppers provide. We require more in-depth narrative from our shoppers than do most companies, and this allows us to understand unique aspects of a visit that cannot be captured with survey questions alone. If there is ever a question about content, we contact the shoppers to clarify. If we discover the shop was not performed correctly, we throw it out and resend another shopper at no cost to you.
The final product of BestMark's competitive mystery shops is company-wide access to actionable intelligence. With a suite of powerful reporting and analytics tools and 24/7 web access to anyone in the organization, BestMark's cutting-edge GuestLink reporting and analytics solution provides all stakeholders with a rapid, clear and deep understanding of what customers are experiencing in your competitors' locations.