Discover what consumers think about your services and store network through an innovative mystery shopper program!
You work hard to make your customers happy, but do you know how they feel about what you do for them? You want to evaluate your customer service quality at your different stores, but you can’t be at each location at all times… How do you improve your sales if you cannot measure the gap between your customers’ expectations and your service delivery?
See your business from another perspective: your customer’s way!
Let consumers work for you!
Our Mystery Shopper program allows you to get to know your network and clients better, in order to optimize your results. You will develop a real competitive edge by understanding the elements that influence your customers’ perceptions and expectations in a more targeted and specific manner.
Based on a methodology unique to Lanla, each evaluation is done by different consumers, who are profiled according to your needs, thereby eliminating the biased comparison judging that arises when an evaluator conducts several evaluations. With our Mystery Shopper program, the result is a more accurate measurement of the customer’s real experience (perceptions, expectations, more uniform service delivery, moments of truth, etc.), which is then compared to the competition.
Get the most out of tangible results
- Improve your customer experience by implementing a simple and efficient methodology that combines pertinent questions with a continuous measure.
- Improve customer satisfaction, increase revenue and reduce operational costs with recommendations based on our expert analyses.
- Instant and customized access to our website, where you can get evaluation results in real time and generate reports and statistics.
- A highly efficient management tool optimizing the vast scope of data and offering a detailed and complete assessment of the customer experience. This tool is greatly appreciated by managers and operational staff.
Join some of Canada’s largest firms
Lanla is an engaged partner that really takes the success of our mystery shopper program here at Desjardins to heart. Their expertise, flexibility, and ongoing strategic support contribute to the improvement of our customers’ experience on a daily basis.
Director Research and Surveys, Mouvement Desjardins