Where We Started

Shadow Shopper led the way in using technology to provide a great shadow shopping (mystery shopping) service, with leading-edge online 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 to the brand promise then the customer is disaaponted. If the product, environment or service varies this doesn't make for a strong brand.

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

Customer Experience

What defines a brand is a consistent customer experience every time and in every location. But how do you really know what your customers experience? Its not as easy as an area manager visiting and having a chat with the manager. And its certainly not as easy as sending in a mystery shopper and asking if they are satisfied. You need far better information than that.

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. You need to be able to differentiate between subjective (what the customer thinks) and objective (what actually happened) information. You need the ability to analyse and determine trends.

Customers Can't see Everything

Yes, it's 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 a compliance program to ensure that company standards and procedures are being followed by your managers or franchisees. 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 is flexible enough to change as you change. Where you can add in data from other areas of your business. 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.

• Customer service? Shadow Shopper gets you the information.

• Compliance with standards? Manage it with Shadow QC

• What your customers want? Shadow Surveys finds out

Shadow systems run on our servers and are available over the Internet. You have no software to install or support, and no need for hardware or IT people. Everything is available 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 our systems and service, and show how they could benefit your business. We can set you up with access to a demonstration system so that you can try it and see for yourself. We are sure you will be impressed!

Please 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.

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

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