Why It Started

Shadow Shopper led the way in using technology to provide a great shadow shopping service, with leading-edge tools to make sure that clients got real value from the information.

But in talking to our customers and listening to their needs we realized that shadow shopping was only part of the solution. They needed more - because there are some things that customers just can't see.

Your Brand

Your brand is your main asset. Its what customers recognise. Its why they do business with you.

If the customer experience is different because the product, environment or service varies then this doesn't make for a strong brand.

Protecting your brand means protecting your asset. You have know and meet your customers' expectations every time. You require a compliance program to make sure that the company standards are being kept up. To need to make sure that your asset is protected.

Customer Experience

A consistent customer experience in every location, every time, is what defines a brand. But how do you know what the customer experiences? Its not as easy as sending in a mystery shopper and asking if they are satisfied. And its not as easy as an area manager visiting and having a chat with the manager.

Shadow shopping is important; but depending on how its done you can get really useful information or you can get 'tick in the box' static information. Making sure that you get information you can use dynamically is the key. The subjective (what the customer thinks) and the objective (what you can do something about) information and the ability to analyse and determine trends differentiates the mystery shopping provider with a 'satisfied customer' graph from a full shadow shopping service with real information and the tools to analyse it.

Customers Can't see Everything

Sure, its imperative to know how the customer sees things - but there are many things that impact the customer that the customer just can't see. That's why you need more than mystery shopping, or informal area manager visits.

The Compliance Challenge

A consistent customer experience requires compliance with company standards. A compliance program to ensure that company standards and procedures are being followed by your managers or franchisees is imperative. Your compliance program makes sure that your brand isn't dragged down by a few poor operators.

The compliance program has to be easy to manage and get you the information you need to know how the operations are going. You need a system that makes management easy and one that is flexible enough to change as you change. One where you can add in data from other areas of your business. One where you can analyse exactly what is happening. One that is available anywhere, anytime. Shadow QC.

The Shadow Service

All Shadow products work together to give a complete view of what is actually happening in your business. However, products are available individually.

• Shadow QC - know that what your business really looks like is what it should look like.

• Shadow Shopper - know that what your customers really experience is what they should experience.

• Shadow Surveys - know that your customers' expectations actually are what you think they are.

Shadow systems run on our servers and are available as 'Software as a Service'. You have no software to install or support, no need for hardware or IT people. Everything is available over the Internet, anywhere, anytime and we look after it for you.

There are no up-front or setup costs, and monthly costs are based on the number of locations. Just contact us for a quote or indicative pricing.

Try Us Out

We would love to give you a demonstration of the systems, and show how they could benefit your business. We can set you up with access to a demonstration system so that you can trial and see for yourself. We are sure you will be impressed!

Please feel free to contact us, or for more details on Shadow QC and Shadow Shopper visit the websites by clicking on the links at the side of the screen.