MYSTERY CUSTOMER (a.k.a. Customer Intelligence) services provide business owners and managers with a valuable
tool for improving their operations. Business owners and managers may also choose to use MYSTERY CUSTOMER
services to evaluate their competitors.
CI’s MYSTERY CUSTOMER service allows business owners and managers to:
Look at their operations from their customers’ perspective;
Verify customer complaints;
Obtain independent opinions and assessments; and
Know how their employees perform and act when owner/management is not present.
Benefits obtained through the use of MYSTERY CUSTOMER services include:
Assessment of customer service;
Identification of areas that require improvement, such as physical layout and/or security; and
Establishment of measures to improve deficiencies.
Clients of CI’s MYSTERY CUSTOMER services can choose covert audio, photography and/or videography surveillance.
Customizable intelligence reports and one-time or continuous monitoring of their operations and/or the operations of
their competitors are available.
Types of issues that can be assessed in a customer service/etiquette evaluation are:
Industries that typically utilize MYSTERY CUSTOMER services include the retail, hospitality and airline industries.
However, any business where customer contact, service and security are integral to its success is an appropriate
MYSTERY CUSTOMER client.
Take a proactive approach to enhancing your organization’s operations by contacting CI to discuss the development of a
MYSTERY CUSTOMER program.
DATE: September 2004 - Mystery Customer