Accel Knowledge provides unique mystery shopping methodology using hi-tech gadgetry for video recording of the mystery shopping interview for much greater understanding of the service provided to the customer.
Good service is not just something people expect; it is something they are willing to pay for. American Express says seventy percent (70%) indicate they are willing to spend up to 13% more with companies they believe provide excellent customer service, the survey showed.
According to the American Express study, People are placing more and more importance on the value of good customer service while, at the same time, they believe the quality of service is slipping. Moreover, says Jim Bush, Executive Vice President of American Express World Service, “Getting service right is more than just a nice to do; it’s a must do. Consumers are willing to spend more with companies that provide outstanding service, and they will also tell, on average, twice as many people about bad service than they will about good service. Ultimately, great service can drive sales and customer loyalty.”
A key finding from the American Express study reveals that 78% of customers have opted to cancel a transaction or did not complete an intended purchase because of a poor customer experience. Conversely, three in five people would try a new brand or company for a better services experience.
In a world where service is a major differentiator in the minds of the consumer, mystery shopping is a powerful tool for the client to audit, analyse and improve its service manifolds.
Automotive mystery shopping
Our global mystery shopping programmes assess sales and aftersales service to provide a detailed picture of how your dealers are performing.
Financial services mystery shopping
We provide tailor-made research projects for network-wide service programmes, competitor insight, queuing, credit card suppression and product launch studies. We help you fulfill your brand promise through sophisticated regulation and compliance monitoring and point-of-sale (POS) audits.
Technology mystery shopping
We measure customer service delivery, sales skills and query resolution covering consumer electronics, telecommunications, information technology, office equipment and photo/imaging devices. Our insights help you target your training more effectively, and simplify the query procedures for your customers. We specialize in recording recommendations, brand communication and advocacy.
Petroleum mystery shopping
Through covert or overt audits, we assess all aspects of the petroleum forecourt and retail experience. This includes customer service, operational audits, health and safety and on-shelf product placement.
Public sector mystery shopping
We work with Government departments and agencies, local authorities, regulators, consumer lobby groups, charities, healthcare and consultancies. Our projects range from large, complex, scenario-based tracking and compliance studies, to helping with decision making at a local level.
Retail mystery shopping
Our rapid retail reporting provides the on-the-spot information you need to boost the performance of your staff and your store. Our team will help you improve your customer experience and maximize revenues.
Travel mystery shopping
Our programmes meet all your needs and cover audits, mystery travelling, and analysis of customer touch points, queuing, retail outlets and accessibility.