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Customer Service Matters

The Mystery Shopping Providers Association estimates that 1.5$bn is spent worldwide on mystery shopping every year. Indeed, mystery shopping has grown considerably over the past 60 years and is now used by Toyota, Dell Computers and a wealth of private equity firms looking to monitor the performance of potential investments.

It takes more than a good price and a good product to win over customers, it takes good customer service. Customers that are made to feel important and that have a good experience are much more likely to recommend a service to friends and family and repeat visit.

Our approach

Mystery shopping has grown up a lot over the past 60 years and MSB uses a humanistic approach to analyse customer satisfaction. Where it was possible to score 100% by doing the right things, MSB employs auditors to describe how the interaction made them feel. Questions have moved on from a simple ‘Yes’, ‘No’, approach, to rating scales that invite shoppers to choose from a selection of statements, such as  ‘a warm genuine smile’, or a ‘good afternoon / good morning’.

Our experience

Drawing on 20 years’ experience, a large pool of qualified customer service auditors and in-house data analysis, MSB offers a unique approach in measuring customer satisfaction. MSB runs bespoke mystery shopper programmes for leading UK attractions and understands their importance in measuring customer service performance.

Methodology

MSB has the experience and capability to employ a wide range of techniques to test customer service. These include conducting audits onsite, telephone audits, online/email audits and mail-outs.

Reporting

MSB uses high quality, customisable reports to present qualitative and quantitative feedback, displaying trends over time, providing valuable in-depth verbatim comments and suggestions for improvement.

For more information on mystery shopping, or any of our other services, please contact us here

Developed by a partnership of leading businesses and (UK) national organisations, the IiP Standard helps organisations to improve performance and realise objectives through the management and development of their people. Since it was developed, the Standard has been reviewed every three years to ensure that it remains relevant, accessible and attractive to all.

MSB are committed to IiP, both within our own organisation and in helping our clients to achieve this goal in line with their corporate objectives. 

IiP-accredited companies can derive the following benefits from investing in their employees and partners:

Improved Earnings, Productivity and Profitability
Skilled and motivated people work harder and better, improving productivity.

Customer Satisfaction
Investors in People is central to helping employees become customer focused, enabling organisations to effectively meet customer needs.

Improved Motivation
Motivation is improved through employees’ greater involvement, personal development and recognition of their achievements. This leads to higher morale, improved retention rates, reduced absenteeism, readier acceptance of change, and identification with the organisation’s goals beyond the confines of the job.

Reduced Costs and Wastage
Skilled and motivated people constantly examine their work to contribute towards reducing costs and wastage.

Enhanced Quality
Investing in people significantly improves the results of quality programmes. Investors in People adds considerable value to The Excellence Model, ISO 9000, BS 5750 and other total quality initiatives.

Competitive Advantage Through Improved Performance
Investor in People organisations develop a competitive edge.

Public Recognition
Investor in People status brings public recognition for real achievements measured against a rigorous National Standard. Being an Investor in People helps to attract the best quality job applicants. It may also provide a reason for customers to choose specific goods and services.

The questionnaire follows on from in-depth research conducted amongst volunteers in the autumn of 2006 and the results from the survey will guide the future plans of the UK's leading charity dedicated to cancer research.

If you are a volunteer wishing to complete the survey online please follow the link below.

Click here to take part in the CRUK Volunteer Survey 2007

You will be asked for the password printed on the questionnaire that has been sent to you.  If you do not have your password please contact your CRUK representative.

Questions can be answered by simply ticking the appropriate box or by writing a short answer. The questionnaire is anonymous, so please be honest with your feedback. Even if you are new to Cancer Research UK please do fill this out as fully as possible.

The last day to complete the survey online is Monday 21st May 2007.

For more information on this survey and MSB's work in the not for profit sector contact Debbie Ramsay on 01344 876300 or debbieramsay@msbconsultancy.com

The event was designed to explore how you can maximise the value of volunteering through truly engaging volunteers within an organisation.

Alex Youel, Head of Customer Care at The National Trust, outlined a step by step approach to the programme they have developed with MSB: Focus on Customers, which is designed to support their drive towards World Class customer service.

Caroline Nicholls, from The BAA Communities Trust, described BAA’s much acclaimed employee engagement scheme which has volunteering at its heart: i-volunteer.

Lord Michael Hastings, International Director of Corporate Citizenship at KPMG,  was inspirational in his words on the power of volunteering to change lives, and the whole was ably chaired by Martyn Lewis, founder and chair of YouthNet. Question time was challenging and could have gone on much longer, and, indeed, did over drinks later.

MSB was delighted with the feedback, and the clear demand for more such events, which are in the planning.

For more information on this event and MSB's work in the not for profit sector contact Debbie Ramsay on 01344 876300 or debbieramsay@msbconsultancy.com