Shadow lets you know what's going on

You can't fix what you don't know. So the first thing is to be sure you know exactly what is happening in your business.

Shadow can find out what its really like to be your customer. We check your customers' experience in a way that enables you to see what the problems are. We find out what service your customers get, what they think of your products, how they feel about your premises. Shadow Shopper lets you know what you need to know.

Online Tools

We also give you the tools to enable you to manage your own compliance programs. With Shadow QC you can manage your compliance audits. A compliance program ensures you that all locations are keeping up the company standards and procedures and maintaining a consistent experience for your customers. Shadow QC enables you to manage your brand.

Shadow QC

You have business standards - for product, stock, marketing, service, premises. Your area managers visit regularly, and probably bring back a lot of information. But how useful is it? How can you use it to improve your business?

With Shadow Quality Compliance you can design and create programs to manage compliance with company standards in any part of your business. You decide what you want to measure, where and when it has be done, then create and manage the program to get and analyse the information. With Shadow QC you can:

Shadow Shopper

Shadow Shopper measures your customer service and has the tools to analyse your results and assess the impact of changes you make to improve it.

A certified shadow shopper visits your business, makes a purchase and objectively evaluates how customers are treated when no-one is watching. You can checkfind out the service your customers really get.

Shadow Surveys

Shadow regularly surveys consumers and can do surveys specifically for your business and to your requirements.

Our 25,000+ shoppers can be be segemented on many different variables, and can be surveyed quickly and efficiently. You can get your results in a matter of days, and your results as presented as part of your business information on your website. You use the same graphing and analysis tools to see the survey results as part of your total business information.

Information Your Way

We don't just give you the results - your information is always accessible and you have the tools to analyse it any way you wish.

All information and results, from all of the Shadow Suite, are in one place and can be combined and analysed. You can even add in other information to the analysis. For example, if you have information on store turnover why not see how it correlates to customer service scores? Or if profitability relates to compliance with company procedures?

No IT Hassles

We promise! We look after everything. We host your information at a world-class data centre, and you can access it anytime. All you need is an Internet connection. Which means that there is nothing for you to buy or install; and no need for expensive IT people!

Your information is presented on a website that looks and feels like your own, and your managers or franchisees can have password access to different levels of information, all under your control. Oh, and the IT buzz words - Shadow systems are fully customisable and scaleable. You can configure them to show your locations, your company structure, your personnel. And no matter how large your company grows, how many programs you have, how complex your structure becomes Shadow systems can handle it.

No More Guessing

Your business information is in one central place accessible anywhere anytime, with online tools to graphically display and analyse your business operations and performance. You can see trends, check your hunches, drill down, roll up. Shadow gives you the business information you need, organized the way you decide, presented in the way you want. With Shadow you see exactly what is going on in your business.

Quality means doing it right when no-one is looking.
Henry Ford

If you make customers unhappy in the real world they might each tell 6 friends. On the Internet they can each tell 6,000 friends.
Jeff Bezos

If you don't look after your customers someone else will.
Unknown

Quality in a service or product is not what you put into it. It's what the customer gets out of it.
Peter Drucker

Do what you do so well that they will want to see it again and bring their friends.
Walt Disney

Repeat business or behavior can be bribed. Loyalty has to be earned.
Jane Robinson

Being on par in terms of price and quality only gets you into the game. Service wins the game.
Tony Allessandra

Although your customers won't love you if you give bad service, your competitors will.
Kate Zabriskie

You don't earn loyalty in a day. You earn loyalty day-by-day.
Jeffrey Gitomer

A business absolutely devoted to customer service will have only one worry about profits. They will be embarrassingly large.
Henry Ford