Secret Squirrels hand-pick Undercover Consumers (UCs) to reflect members of a client's existing customer base or future target customer group
UCs are given a detailed mission brief
UCs are dispatched incognito to observe all aspects of service delivery, encompassing product quality, sales opportunities, service standards and staff performance
Within 24 hours UCs complete an online Undercover Consumer Report
Undercover Consumer Report is immediately checked, scored and posted on the Secret Squirrels website for the client to view
Clients can access their reports 'hot off the press', enabling them to react swiftly as appropriate.
The directors of Secret Squirrels Ltd have accumulated many years of experience in customer service, sales, quality-auditing and management from the hospitality sector, airline world and publishing. Confronted by service deficiencies in both their daily work and valuable leisure time, they decided to take positive action by setting up an organisation which could directly contribute to improving service standards.
At the end of every reporting period (month / quarter / year), Secret Squirrels Undercover Consumers provides its clients with detailed results analysis, both quantitative and qualitative. Clients can then not only accurately track and measure performance, but also obtain a closer insight into all aspects of the customer experience. Clients have full access to the archive of past missions and results online.
To discuss how Secret Squirrels Undercover Consumers can help your business, contact kris@secretsquirrels.biz