'Quality' Audits & Mystery Shopper

Mystery shopping is one of the most important tools used by successful and profitable businesses the world over.  It doesn’t matter what size you are – what matters is how well you treat your customers.

At Enivoo we ONLY use people with expertise and experience to audit your business. The real problem with other mystery shopper programmes is that they are often carried out as a tick the box exercise. The team at Enivoo understand the value of 'service interaction' observational audits but we believe that these result are very one dimensional and produce mediocre business results.
"Research indicates that 4% of unhappy customers complain; 96% simply go away, never to return."
When you consider the life-time value of a customer in your business, customer satisfaction and retention take on a whole new meaning.

It can cost you, on average, nine times more to attract new customers than to retain the customers you have.  So the more customers you keep, the less you have to advertise and market, resulting in more profits.

How do you manage to hold onto your customers?  Easy.  Find out what they value today and then deliver it.  Keep in mind that what they value today may not be what they value tomorrow.  The best way to keep track of what they value is through mystery shopping.

The ongoing process of evaluating your operations, policies and procedures, staff behaviour, products and services, and physical environment is critical to retention and profitability.

We work on-site to debrief your team to help them understand their successes and any missed opportunities. Your Team will be able to ask questions about the audit, query our interpretations and seek guidance on where to focus their efforts.
The team at Enivoo have a vast amount of personal experience of working in highly regulated environments. We have experienced ISO Auditors and Hospitality professionals that are experts in customer experience and service.

If you are a Hotel, Supermarket, Bar, Restaurant, Cafe, Service Station, Golf Club, Other retail outlet the Enivoo can help you.

Contact us today for to discuss your Mystery shopper requirements.