Mystery Shops

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• Mystery Shops
• Custom designed evaluations based on consumers
  perspectives.

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Why Have a Mystery Shop?

• Why do customers leave?
• What are their preferences?
• How well are they treated?
• How do they respond to marketing campaigns?

Get into your customers minds
Use knowledge to implement adjustments

• Address specific customer service and sales
  issues.
• Provide feedback to training department.

Improve your Business

• Improve customer service increase sales.
• Ensure employees adhere to compliance policies.

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Product Overview

• GENERAL MYSTERY SHOPS
• Basic Customer Service Shop
• In-person/over the phone mystery shopper will
  evaluate presentation, compliance, service, sales
  skills, etc.
• Telephone Survey Shop
• Follow up telephone calls will utilize recent
  customers opinions for evaluation of the
  following
• Client satisfaction in products and/or service
• Employee adherence to procedure
• Client preferences
• Affluent Shop
• In depth analysis by qualified high net worth
  shopper to evaluate products and service
  presented to prospective high net worth clients

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Product Overview Cont.

• CUSTOMIZE YOUR MYSTERY SHOPS
• Design questions to emphasize
• Sales skills
• Compliance
• Customer service
• Discrimination (ageism, sexism, racism)
• Change value of questions
• We can vary the point value of your questions to
  emphasize your current training focus

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Product Features

• Provides an incentive for employees to perform
  their best at all times
• Receive objective and valid analysis
• Measure employee performance
• Identify training strengths weaknesses
• Retain current clients
• Offers unbiased 3rd party opinion

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Product Features Cont.

• Customize your mystery shop program to achieve
  your companys specific goals
• Design your questions and point value to
  emphasize your areas of focus
• Shops by experienced mystery shoppers
• Detailed report of shop scores to identify areas
  in need of improvement

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What You Can Expect

• Better adherence to compliance policy
• Improved customer service
• Increased cross sales/new sales
• Better communication between branch management
  and corporate

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Informa Research Services

• Founded in 1983 as Meyer Weekly Interest Rate
  Survey
• Purchased by BISYS in 1993
• Spun-off to the Informa Group, plc in 2000
• Today, 120 employees in CA, NY, GA, MA, and FL
  dedicated to serving over 2,500 clients

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Our Commitment

• Accuracy
• Complete flexibility in report design
• Web enabled, all products, one company, one
  system
• Sophisticated querying capabilities
• Financial modeling graphing capabilities
• Executive summary reports
• Experienced management team and staff
• Immediate response to your questions
• Availability - 24-hour / 7 days a week
• One vendor - one source

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Call Today For More Information or To Start Your
Customized Research Program.
800-848-0218