FAQs

What do we do?

We’re a 360-degree feedback company.

We help you to get feedback from your customers and staff. We then help you to develop your staff, improve your customer service and grow your sales.

How does it work?

It all starts with mystery shopping.

We work with you to develop a mystery shopping programme that’s tailored for your business. We use hand picked and highly trained shoppers to assess the service that you provide and then give you feedback.

The type of visit depends on your business and includes walk-ins, phone enquiries, website enquiries, being shown around by your staff, dining at your premises and meetings.

Our mystery shoppers assess your services according to an agreed plan, and summarise their finding in feedback reports. Based on these reports, we then work with you to develop actions plans that drive improvements.

Typical actions and improvements include:

  • Training and developing your staff
  • Increasing customer service and satisfaction
  • Increasing your sales
  • Happier customers
  • More motivated staff
  • Better team work

What makes us different from our competitors?

It’s our experience and quality of service that makes us stand out.

We’re part of insight6 – the UK’s leading customer feedback company – and work exclusively with them. Since 1999, we’ve conducted over 280,000 mystery shops and customer surveys.

During this time, we’ve fine-tuned our service and guarantee to provide you with:

  • High quality feedback reports, with each one checked by our quality control team
  • Fast turnaround time for reports
  • Tailored reports that are developed in-house and aren’t just Excel spreadsheets
  • A client portal that gives you all your information (scores, reports, action plans etc) in one central system
  • Hand picked and individually trained mystery shoppers
  • Very fast response to surveys

What team training do we provide?

Training your team is one of the fastest ways to improve your customer service and increase your sales.

The mystery shopping we do for you will identify the real issues within your business. These could include, for example, poor customer service, no upselling or demotivated staff.

Having found your issues, we can then deliver tailored, hard-hitting and entertaining training workshops to address them. Modules include:

  • Customer Service – “Delivering memorable customer service”
  • Upselling – “Helping customers to buy more”
  • Complaint Handling – “How to handle complaints”
  • Team Leadership – “How to manage and motivate the team”

How much could we improve your turnover?

Here’s an example of work we’re doing with the owner of two cafés, to help him maximise returns.

We identified that the staff weren’t doing any upselling, so we’ve given them team training and are monitoring progress over a 12 month period.

Based on a daily footfall of 300 and an average upsell value of £1.95 for cake or chips, the owner of the cafés is currently on target to add £120,000 to his turnover.

That’s £120,000 he wasn’t getting before he started working with us.

How do we carry out customer and staff surveys?

Customer and staff surveys are a great way for you to get 360-degree feedback, so you can develop your staff and grow your business. We’ll work with you to understand your needs, develop a questionnaire, and decide on the type of survey.

There are 3 main types:

  • Face-to-face surveys – for example, conducting an exit survey with customers to identify areas for improvement
  • Online surveys – which can be completed on smartphones, tablets and other connected devices
  • Phone surveys – which are still popular in some sectors

How are our surveys different from our competitors?

Users have moved away from other survey platforms because they realise they’re not always anonymous, depending on how they’ve been set up. This can lead to low response rates (less than 20%) for the surveys.

That’s not the case with us.

If you use one of our anonymous surveys, it’s guaranteed to be anonymous – so your customers and staff members can give you honest and direct feedback. Which is, after all, what you want from a survey.

As well as being anonymous if required, our surveys can be done in real time with immediate results – even during an interaction with your customers or staff.

What is FeedbackDirect?

It’s a feedback app developed by insight6 that lets you have a fast response from your customers or staff.

It’s an easy way to get feedback from them, by sending a text or emailing a link, or via an app with your branding.

You can use it to get immediate feedback on customer satisfaction, staff motivation or team training, for example.

One client recently used it to get feedback from his audience during a presentation, so he could tailor the talk to include more of what they were interested in.

Another client pings the app to each new customer, and immediately follows up if they give a ‘poor’ rating.

Feedback Direct is a great tool to get feedback at any time, even during an interaction.

How do the focus groups work?

Focus groups are a great way discover what customers and staff really think about your business. They let you explore and understand people’s thoughts and feelings on aspects that you want feedback on. Topics can include, for example, how to improve the customer experience, or thoughts on expansion plans.

We’re experienced in running focus groups resulting in significant business improvements and increased profitability. The sessions typically cover:

  • How the group members currently feel about the business
  • How they feel the business could be improved
  • Their vision for the business and any additional services they would like

Who do we use for conference speaking?

Our main speaker is insight6, the Chief Executive of Shopper Anonymous. He’s one of the most in-demand conference speakers in the UK, and regularly talks to groups of between 40 and 2,000 people.

Jonathan draws upon thousands of mystery shopping experiences. He will tailor his speech and use customer findings from your business sector, so his insights are 100% relevant.

His speeches are always inspiring and thought-provoking. They’re a wonderful way to thank and motivate your team.

How does business mentoring work?

Based on our experience, we’ve developed a coaching service for business owners and managers. The process involves a regular timeslot, where you meet with the mentor on-site to work on your business. During the sessions, we work with you to:

  • Ensure you have a clear vision and plan for your business
  • Give you the opportunity to discuss issues in the business, including team issues
  • Help you work through how to improve individual and team performance
  • Help you work through how to increase sales and reduce costs
  • Introduce you to other clients to develop your thoughts and ideas

Why should you use us?

The bottom line is we can help you to:

  • Get valuable feedback from your customers and staff
  • Use that to develop, train and motivate your staff
  • Improve your customer service
  • Raise the satisfaction of your customers
  • Increase your sales and profitability
  • Grow your business

This is based on 18 years in business where we’ve conducted over 280,000 mystery shops and surveys, and run hundreds of team training courses.

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