We had used multiple Mystery Shopping companies before, the difference with Elite CXS is AMAZING! we get a real report, detailed with solutions we can actually educate with! Thank you!
Justine Moore, Franchise Owner
We were stuck with customer complaints that our sales team were not adhering to company processes. Elite CXS’s team were so pleasant to deal with & were prompt in delivery and fairly priced. The product supplied, allowed me to fix the problems in my dealerships.
Kevin Ruez, Automotive Industry
Want to find out why you are receiving customer complaints? Looking for a truly 100% objective view of your business as your customers experience it? Then covert video mystery shopping is what your business needs!
Our skilled evaluators, using covert equipment, will give you an inside look at your business.
Video shops can be used as a powerful training tool for your management and staff as well. Incorporate video mystery shopping into your customer experience tracking and you will see your business from a whole new perspective.
FIND OUT MORE ABOUT THE BENEFITS BY CLICKING BELOW
Your physical locations represent a significant investment by your brand and represent one of the most important opportunities for creating a positive customer experience. By utilizing Elite CXS’ in-person mystery shopping, you can continuously and accurately monitor, measure and manage your frontline customer service techniques across all your locations. In-Person Mystery Shopping provides a critical measuring tool to meet your company’s specific goals. Customized reports will help you get the answers to what is most important to you. Receive streamlined data from our team of evaluators as they track their customer experience in a written report. The survey form can be adjusted to meet your changing needs and requirements as needed throughout the life of the program.
Your phone-based customer interactions, whether they be informational, transactional, or customer service-oriented, are one of the most important customer touchpoints for your company. These live interactions give your brand a voice and provide a significant opportunity for you to establish a connection and develop trust with your customers.
Elite CXS’ Telephone-Based Mystery Shopping will allow you to continuously and accurately understand the customer call experience: wait times, hold times, representative friendliness, professionalism and knowledge, as well as call resolution and offline follow-up across your phone-based touchpoints, including omni-channel initiatives.
The calls can also be fully recorded and attached to your written reports.
In today’s world, website inquiries, whether they be informational, transactional, social, ecommerce-based or customer service-oriented, are often the first point of interaction between your company and the customer. Effectively monitoring and measuring this first impression in your omnichannel presence to the customer will provide an invaluable management data point for the overall success of the customer experience journey. Use this information to create the best experience for them to choose you over your competition.
Looking for a truly objective view of your business as your customers experience it?
Covert video mystery shopping is the answer. See and hear exactly what goes on in real-life experiences as your staff interacts with customers. No filter, no subjectivity, no element of bias, no he said-she said; just 100% objective results.
Specifics such as body language, posture, tone of voice, facial expressions, dress standards often make the difference between providing just okay service and a great customer experience.
See firsthand how your customers experience your brand through the power of covert video mystery shopping.
Our evaluators are experienced covert video mystery shopping professionals.
They use state-of-the-art equipment for covert recording that is approved for use by Elite CXS.
Prior to working with Elite CXS, each evaluator must submit demos of their work, undergo written client-specific certification, and attend a project review call with our team to ensure standards and expectations are fully met.
We take footage from each covert video mystery shop and audit to create an Executive Highlight Reel that is invaluable to your executive team.
The Executive Highlight Reel visualizes concerns to aid and accelerate the process of finding workable solutions to your most pressing issues. You can determine the direction and focus of the Highlight Reel program.
It is a powerful tool that is nimble enough to turn the concerns of the last board meeting into actionable visual data at the next.
An eight to twelve-minute video can be focused on key performance indicators where the company excels and where there is room for improvement, customer feedback topics, recent initiatives, policy changes, compliance failures or any issue that concerns the executive team. A few minutes of footage encapsulates the meaning of a lengthy report.
Our multi-step editing process is designed to provide accurate data and quality video that you can rely on. Every video is reviewed from start to finish to ensure proper capture of targets, clear audio/video, completeness, and reporting accuracy.
All videos are cropped for start and end, title screens added as appropriate, and reflections removed as needed. Additional deluxe editing features can be incorporated as well, such as, removal of non-interaction waiting periods, timelines/evaluation section breaks, and detailed interaction timings screens to name a few.
Be it video or written, our on-site evaluators’ data passes through checks and verification points by our trained editing team and is delivered to you in an actionable time frame not weeks after the evaluation occurred!
We value your time. Our on-site evaluators’ data passes through checks and verification points by our trained editing team and is delivered to you in an actionable time frame not weeks after the evaluation occurred!
You can access our analytics tool which brings the latest results to you on any device: while travelling, waiting for your next meeting, or as soon as they are published. Our reporting is designed to allow you to efficiently browse through collected data.
You won’t waste time staring at a raw data dump. You will receive key points and actionable insights, so you can just get on with it.
The Encapsulated Training Modules work in tandem with the mystery shop, covert video mystery shop, and audit programs. The data collected from the mystery shops and audits highlight successful aspects of the program and the problems that need to be addressed.
The footage from the covert video mystery shop and audit programs are then used in short five to ten-minute training videos.
The videos focus on one topic that can be identified by you or with our assistance. Each Encapsulated Training Module will consist of three unique videos focused on the selected topic.
This methodology was developed to reinforce positive behavior through repetition without losing the attention of the associates. In a few minutes, a few times a week, positive, measurable change can be instituted company wide. These modules can also be created/adapted to be used as new employee on-boarding training.
Mystery shopping has a direct impact on your overall profitability and ROI through:
Managing process changes and the ROI generated from it effectively by deploying mystery shopping before and after the change implementation.
Supporting your efforts to increase market share by identifying your strengths and weaknesses in order to effectively increase market reach, volumes, and overall revenue/profitability.
Retaining your existing customers and attracting new by measuring the customer experience level and consistency offered across locations. The quality of the customer experience delivered determines the price you can charge.
Improving profitability by delivering a better customer experience than your competitors, strengthening your brand loyalty, and increasing customer retention. Higher customer loyalty leads to increased profitability and allows for a stronger pricing model.
Monitor the delivery success of your brand promise to your customers by your managers, front-line employees, and franchisees. Ensure investments in process, training, coaching, and compliance guidelines are maximized.
Measure the effectiveness of your brand standards ensuring the highest levels of customer experience across all the touchpoints within your organization. Utilize multiple metrics points to ensure optimal standards and compliance.
Manage customer loyalty, retention, and overall profitability through the management of regulatory compliance, operational excellence, equipped sales teams, and delighted customers delivering a brand that has great value for its employees, franchises and shareholders.
Why choose us?
Elite CXS’ reporting technology lets you see all your customer experience data under one umbrella including mystery shopping, audits, customer surveys, employee surveys, reviews, social media, company listings, competitive bench-marking, insights, and ticketing.
No more “Data Dumps” from multiple sources each showing only one piece of the puzzle. Elite CXS provides you with Actionable Insight Reporting with each measured data source accounted for.
Our multi-step editing process is designed to provide accurate data that you can rely on. No matter the type of mystery shop all reports, and deliverables submitted by our on-site evaluators pass through quality checks and verification steps conducted by our trained editing team and are delivered to you in an actionable time frame.
Through client-specific certification programs, video demos, and project calls, our evaluators are prepared to deliver reporting with integrity and expertise. Our rigid process allows us to deliver you the data that you can trust and count on.
We provide Solutions, Insights, and Results that are customized to your needs and processes.