Mystery Customer Programmes

Join our award winning clients

How do you know ...

...what your customers really think about you and the degree to which you are meeting their expectations?

Our Aim ...

To significantly improve the profitability of our clients, through the measurement, feedback and continual development of their customer service standards.

Our bespoke service measurement programmes will provide you with quality feedback which may otherwise be unseen by you.

The facts ...

• 96% of dissatisfied customers do not complain*
• Between 65% and 90% of non-complaining dissatisfied customers are unlikely to purchase again*
• Dissatisfied customers tell 9-10 other people*
• 13% of dissatisfied customers tell more than 20 people
• Superior service performers charge an average 9% more for their goods**
• A 5% increase in customer retention can increase profits by 25-95% ***
• Companies that make customer service a priority see 12 times the return on sales than those companies with a low emphasis on service. ****

* Source: Technical Assistance Research Programme
** Source: Strategic Planning Insitute
*** Bain & Co
**** International Customer Service Association

Service Science

We want to discover what makes your customers want:

• To come back.
• To spend more with you.
• To tell others about you.

Help us to make a start by contacting us