"As a retail director with many years of experience in trying to drive sales and service performance through mystery shop programs, I had come to expect mediocre-quality information from those programs. But immediately upon engaging Customer Service Experts to handle mystery shops for our 200+ retail locations, it became clear to me that they were different. They worked with us to develop a program that would both meet the objectives of our sales training and guarantee high quality feedback. They listened well, but also advised effectively.
The first series of shops that came back provided clear evidence that their shoppers had been well-trained and well-prepped on our business and our expectations. The subjective comments are consistently valuable and provide good insight into the details of what happened during the shoppers' interaction with our Sales Consultants. Customer Service Experts has continuously provided solid reporting, and they have adapted the reporting that is available to us in order to meet specific needs. The team has consistently been responsive to our questions and requests.
We are now entering our fourth year with Customer Service Experts, and they have once again provided valuable advice as to how we can take our program to the next level. Because of the great partnership we have with Customer Service Experts, we have seen remarkable improvement in the consistency of our sales process and our actual sales results. I wholeheartedly endorse CSE as a company that is a clear notch above others in the industry, and I am extremely happy to have them as a partner in our business."
Executive Vice President
Travelex Americas Retail Division