• To improve levels of customer service
• As part of staff motivation programmes
• To create management focus
• To evaluate your KPIs (Key Performance Indicators)
• To encourage staff involvement and training
• To independently measure standards and training retention
• To provide a mechanism for staff reward and raise standards

Mystery shopping is traditionally carried out in the business to consumer environment, but it is now being valued across a much wider spectrum of customer service situations including business to business.

Mystery shopping campaigns not only measures levels of customer service but through driving awareness, competition and a sense of pride can help increase customer service levels. IMS are also able to offer our clients audio mystery shopping services on request.

Covert auditing involves obtaining information regarding a product or service without revealing the purpose of the activity to outlet staff. It can be used for some of the following reasons:

• To assess product placement
• To check promotional compliance
• To check pricing levels
• To obtain information regarding competitors products
• To evaluate service standards

“A satisfied customer is the best Business Strategy of all.” – Michael LeBoeuf.