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According to a recent customer satisfaction survey conducted by JWT Intelligence, “Brick-and-mortar retail will increasingly serve as a ‘third space’ that’s only partly about transactions. Rather, it’s as much about experiences, unique environments and customer service. The hard sell is becoming less important than providing something more fun, helpful, satisfying or distinctive than e-commerce can offer”.
http://smallbiztrends.com/2013/10/things-customers-want-retail-stores.php

Tance investigates all types of retail and restaurant fraud, and offers international Mystery Shopper services. Our Mystery Shoppers are trained to objectively measure crucial aspects of the customer experience that can positively impact customer satisfaction, brand loyalty, gross sales, and overall success.

Whether you are a large retailer, boutique, independent concept, branded or chain retailer or somewhere in between, Tance’s Mystery Shopper can help you ensure accountability. Our founder has worked in the hospitality industry since 1993. Additionally, Tance mystery shopper services takes it one step further, we not only evaluate the customer experience, but also analyze the effectiveness of the back of the house operations from its personnel to the space itself. The aspects of back of the house we measure include but are not limited to: personnel’s efficiency, skill, compliance, and communication, the number of staff, and the back of the house safety, organization, machinery, technology, and cleanliness, etc.

Tance’s Mystery Shopper Services include:

  • Utilize a confidential proprietary behaviors-based survey
  • Create comprehensive reporting with an extensive story-like narrative that details every aspect of the Shopper visit, from initially entering the store through purchase and exiting the store. This allows our clients to see exactly when something went right and wrong.
  • Implement a fast and headache-free program set-up; Tance handles it all
  • Customize measurements that fit your brand’s parameters
  • Produce timely turnaround
  • Apply Industry Benchmarking that is easy to use and helps to set you apart from your competition
  • Employ simple yet powerful Action Plans that gets accountability and results

Do you already have a brand quality assurance program? No problem. Tance can provide your brand with expertly focused Mystery Shopper programs that are designed to complement your existing quality assurance program. Whether you want a reinspection or simply a Mystery Shopper to gain more insight into your service quality, Tance can help. Call Tance now for a free consultation.

Tance’s Mystery Shopper Services enable our Retail and Restaurant Clients to:

  • Understand exactly what customer satisfaction behaviors look and sound like
  • Align company-wide focus on improving the customers’ experiences, resulting in higher brand loyalty and increased sales
  • Track and trend customer behaviors to generate actionable data
  • Customize programs to evaluate a variety of different Customer touch points, staffed positions, and scenarios
  • Gain valuable, detailed insight into the Customer experience through extensive story-like narrative from our highly trained staff
  • Discover if Customers are receiving consistently superior customer service at every location and/or Customer touch points
  • Identify gaps in training needs
  • Ensure compliance with brand standards
  • Have insight into which employees stand out and which may stand short of excellence
  • And much, much more…

    • Tance Serves All Types of Single or Multi-Unit Retail and Restaurant Facilities to Include:

    • Department Stores
    • Discount Stores
    • Supercenters
    • Restaurants
    • Warehouse Clubs
    • Drug Stores
    • Dollar Stores
    • Home Center/Hardware Stores
    • Apparel/Hard Line Specialty Stores (e.g. books, clothing, office products, toys, home goods, and electronics)

    No matter what your objectives, Tance will partner with you to develop a program that will provide actionable results using state-of-the-art technologies and proven Mystery Shopper methodologies.