"GPS" or Guest Perception Survey Programs –
(some call these mystery shopper evaluations)

WHY DO YOU NEED OUR MYSTERY SHOPPER PROGRAM?

Try catching your employees doing something right when they think no one is watching.  What a powerful effect you will have on your most valuable asset, your people.  You'll boost their morale, self esteem, teamwork, productivity, profitability, loyalty, longevity, and customer awareness.

With such a profoundly positive effect on your staff, imagine what will happen to the level of your customer satisfaction  It will go through the roof, producing loyal customers and word of mouth advertising that will make your competitors envious.

Our Mystery Shopper Program will provide you and your management team with thorough, objective, customer based feedback to recognize and reward specific actions taken by your staff.  At the same time, we may find areas in need of improvement.  Our evaluations identify specifics in all areas that "touch" your guest: Quality Product, Service, Cleanliness, and Hospitality. We customize our reports to target your specific needs and desires.

WHY CHOOSE OUR COMPANY?

  • We are management professionals with 42 years of "hands on" experience in restaurant, catering and retail management.  We understand where you're coming from and our company is "Gung Ho" to serve you.
  • Our goal is not merely to produce a completed survey form.  We provide a useful tool for your staff to use in training.
  • We know how it feels to be shopped as an employee or operator of a restaurant.
  • We strive for valid, consistent and timely feedback for our clients.
  • We will mold our evaluation and communication systems to meet the specific needs of your company.
  • We summarize the data collected to give "big picture" reports for operators to see trends emerging and to create healthy competition between locations.
  • We understand the importance of monitoring your training efforts since our company also trains restaurant managers and front line employees.
  • We can assist your company in identifying and handling special integrity issues that might arise in you operation.  From management to bartender integrity , we can work with you to confront these situations.
  • We pride ourselves in building a professional and confidential business relationship with our clients.  We expect our services to be a profitable investment producing stronger sales and customer focused employees .

MAINTAINING QUALITY MYSTERY SHOPPERS

As with your business, we must find individuals who share the same concern as we do for customer service and quality products.  ServiceWorks is constantly expanding its network of quality mystery shoppers.

  • While some of our evaluators have experience in the restaurant industry, we found this is not necessary for them to be able to provide alert and detailed feedback.  With those who have a restaurant background, we make sure that they can remain objective in their representation of the facts.
  • Not everyone who has a desire to become a mystery shopper is qualified and not all qualified persons have that desire.  When we are comfortable with our choice of a candidate, we review an evaluation form and clarify our expectation with them.  We emphasize the importance of details and comments on which our clients can take action.
  • If we feel an evaluation reaches our office with insufficient details or comments, we personally discuss the dining experience with our evaluator to clarify for our clients the areas where we feel more actionable information is needed.
  • It will be necessary from time to time to adjust the evaluation form and alert our shoppers of issues that may arise in our clients' operation.  We welcome these changes and relay the updates to our evaluators ASAP so their feedback  will reflect your standards.

LISTEN TO WHAT OUR CLIENTS THINK OF US

"Our franchise group won the annual sales increase award for Godfather's Pizza.  We were up almost 10% over last years double digit sales increase.  We certainly feel our Mystery Shopping Program and the recognition attached made a big difference."

"The Shopper Program gives me a great tool to monitor my Wendy's operations and broaden my 'super-vision' over my 8 restaurants."

"The "big picture" reports really seem to pull it all together for the managers in my area."

"Our Mystery Shopper Program has greatly increased my team's guest awareness at The Original Oyster House.  They now see their jobs through the eyes of our guests.  We place a high value on this service as well as the Behavioral Style profiles and Pre-employment surveys.  We maintain one of the best teams in town with low turnover."

"My restaurant has never operated as smoothly as when we have a Mystery Shopper Program in place."

My negative 800# calls dropped by 50% in the first 3 months of the program.

"My Taco Bell franchise market has been running a 15 - 20% sales increase, which is well over the 3 - 4% increase of the corporately owned units.  The close working relationship with the ServiceWorks Shopper Program makes it possible for me to anticipate or react to situations immediately."