Secret shopping is an essential practice in determining how your customers truly experience your business. For some managers, however, interpreting and reviewing the results of secret shopping evaluations can be a time-consuming and adversarial experience. Enter AboutFace's new twist on performance-based mystery shopping - the Customer Experience Profile (CEP).
This ground-breaking new tool, available exclusively from AboutFace™, is changing the way secret shopping is perceived by those being measured as well as those who use those measurements to make crucial corrections. The CEP transforms the inherent negative aspects of a secret shopper's evaluation into a constructive, educational experience. Using a combination of visual elements like charts, graphs, alerts and commentary framed in an encouraging manner, the CEP provides your people with an excellent means of presenting often raw customer experience insights. In addition, an optional Action Planning module can be added to your system. By adding this module, you assure your team will use the customer experience data to enhance and improve their performance within the areas indicated. The Action Planning module also provides performance documentation, giving you additional protection should employee performance issues arise.
Clients love and embrace this tool like no other we have introduced. Managers say it takes them from the role of an adversary to that of an advocate. And that's just how we like it!
Trending
Compare your locations, regions and divisions to each other, show improvement in specific areas over a period of time, understand where you are succeeding and where you are not with clear, concise data-driven charts and tables.
Micro-training
The CEP offers valuable insights into your organizations business processes, helping your management and staff understand exactly what they did right and where they need to improve.
Action Planning
Not only does the CEP show your managers and frontline staff how they performed, it also helps you put a solid plan for improvement in place. Through the CEP's exclusive "full-loop" system, evaluated staff create their own plan and get feedback/approval from management on that plan.
Alerts
Automated alerts let you know when evaluations are published and our CEP system allows you to distribute the evaluations to managers and frontline staff to review and act upon.
Qualitative Not only do you have access to valuable quantitative data in charts and tables, the CEP also offers direct quotations and qualitative information taken from the original evaluations.
