Everybody knows how important consumer loyalty is for the successful business, and loyalty depends significantly on service quality. Statistics show that 69% of those clients who decide not to consume the same product again were unsatisfied by the service quality and only 13% were unhappy with the product itself. In other words, a company stands to lose more business because of low-quality services than because of a low-quality product. Therefore, what you need to know is:

• How well your personnel serve clients
• How good their sales skills are
• How effective service training has been
• Who/what the "troublemaking” staff/object is
• Which service parameters need to be corrected, etc.

The timely identification of service flaws can often help you to improve them without sustaining significant losses. We offer an evaluation of service quality with a focus on both particular employees and a summarized index of the whole sales space.

Periodic application of "Mystery Shopper” services over the course of a year enables you to gauge the consistency of the quality of services provided by your company. Personnel know that they are being regularly monitored for their service quality and are therefore not able to slack off.