No matter what your business, it is essential that your team consistently provides above-average levels of customer service. The only way you can accurately examine the level of customer service your business is providing, is through the eyes of the customer. At Amber Arch we provide bespoke mystery shopping programmes to any sized business, ensuring the programme is tailored to deliver the specific feedback you need.

A sound knowledge of your existing level of customer service serves as the basis for our analysis. It is only by knowing this that we can work together to create logical and achievable business solutions, to increase your company’s level of customer service.

We only use the most experienced mystery visitors, who have extensive knowledge on what makes for appropriate levels of customer service. With this is mind, they are fully equipped to make a fair and rational judgement on your customer service. Amber Arch can mystery shop a business using a variety of different programmes such as video, telephone, mail-order, on-site and web enquiries. We are suitable for the majority of businesses, with mystery visitors available throughout the UK.

Research indicates the most important aspect of the service you provide, is how much the customer values the human contact they receive from your team member. This can only truly be judged by the customers themselves, which is the why mystery shopping is so valuable to businesses.

A new customer is great news for any business, but regular customers are just as important for continuous revenue. Businesses should never underestimate the power of customer service. No matter how amazing your product is, it is not strong enough to stand alone in a buoyant market, and must be backed by a good level of service to retain the customer.

Here at Amber Arch, we’ve been in the industry of mystery shopping since 1995, and as a well-established company we’re dedicated to making your business the best it can be. In times of financial difficulty, high levels of customer service have never been more important to the success of your business. Choose us for mystery shopping results you can trust.

As management or the owner of a business, no matter what its size, it can be difficult to gauge how your staff’s levels of customer service are. Are they polite, helpful and friendly when not under the observation of any management or are there ways that they and your business as a whole could improve? Here at Amber Arch we can supply you with a mystery shopping service that can highlight both successes and failures with your company’s customer service.

Our mystery shopping service is aimed at discovering customer satisfaction levels and through using the results is a great way to improve your business. If you have a high turnover of staff or are weighed down by vast amounts of paperwork and are unable to get out onto the frontline as often as you may wish, adequate standards from your staff may slip, resulting in a negative impact on your business as a whole.

Here at Amber Arch our mystery shopping programmes, which can range from exit polls to focus groups and video mystery shopping to competitor visits, will generate reports that are completely unique to your business so that you can then use the results as you wish. Our secret, mystery shoppers can be used throughout the country and in a range of businesses to provide invaluable results on your customers levels of satisfaction.

As a mystery shopper will see firsthand how your staff apply themselves as they act as a customer, they are in a prime position to highlight to you as an owner or manager where your company’s problems lie so that you can improve.

If you feel there may be a problem with your staff’s levels of customer service and your customer’s levels of satisfaction, then the mystery shopping programmes on offer here at Amber Arch can identify the problems and help to improve your business at every level.

Hiring the services of a mystery shopping company can prove to be an invaluable experience. Maybe your business is losing out on competition to rivals, and you cannot work out why, or you simply wish to build on the service which you already offer. Here at Amber Arch, we have developed a comprehensive series of techniques in order to assess the effectiveness of the level of service which your business provides. Gaining an objective point of view from an outsider will provide you with an honest and accurate reflection of how your company operates, allowing you to build on its strengths, and work on its weaknesses.

The assignments which we have devised for our mystery shoppers offer a unique perspective into how others view you and provide an insight into your company’s real reputation. They work by each mystery shopper being given a specific task to carry out within your business environment, such as asking a question to assess the satisfaction gained from your company’s response. The answers and outcome from this will then be translated into a detailed report, which will be fed back to you.

Whilst it’s extremely useful to see where your service may be falling short, it may often be difficult to establish the correct way in which to develop the correct techniques to achieve success. For this reason, we also specialise in competitor mystery shopping. This involves conducting an assignment within a rival company, in order to see what methods are proving most beneficial to their success. This will in turn, allow you to develop your own processes, thus improving overall service, and maximise your chances of turning one off customers into returning visitors.

For a highly advantageous insight into the real service which your company offers, our carefully planned assignments, excellently executed by our mystery shopping team act as a valuable investment to improve and enhance key areas of your business.

Mystery shopping is a great way for businesses to gain invaluable knowledge regarding their customer service and processes. It acts as a means of providing genuine feedback based on actual experiences, allowing businesses to improve and build on key areas in order to gain more income and enhance customer experience. The increasing online presence of mystery shopping has proved beneficial to both businesses and individuals acting as mystery shoppers, but in turn, has also led to numerous scams emerging within the industry, which must be carefully avoided.

If you are an individual looking to work for a mystery shopping company, make sure to do your research to see what other people have said about the company. Look to see if they provide examples of businesses who they’ve offered services to, to see if they appear legitimate.

Here at Amber Arch, we are a reputable and well-established specialists in mystery shopping, so you can be sure you’re getting the real deal. We have an impressive client list who are all extremely happy with the services which they have received from us, and all continue to be highly successful.

Some of the services we offer include;

•    Video Mystery Shopping
•    Focus Groups
•    Training
•    Telephone Mystery Shopping
•    Exit Polls

The mystery shopping involves our team conducting a series of investigations, which may be by telephone, face-to-face, or simple observation. Word of mouth is a powerful tool, and a positive experience may be passed on by the customer to others. By enhancing elements of your business based on the feedback, your chances of gaining returning customers and positive experiences being shared will be maximised, thus contributing to a priceless company reputation. Don’t let scams ruin the benefits of mystery shopping. Trust Amber Arch for reliability, honesty and accuracy.

If your business deals with customers face to face on a daily basis, it may be difficult to assess standards of customer service. Retail outlets or similar commercial enterprises with a high staff turnover can find the regulation and monitoring of the quality of staff service extremely problematic.  It’s almost impossible to get an accurate idea of an employee’s natural behaviour with management present. Luckily, Amber Arch provide a mystery shopping service which is specifically designed to reveal just how staff behave when unobserved by management. However this is just one facet of everything we can achieve.

First and foremost, a thorough report complete with statistical analysis is provided for each mystery shopping visit. This allows managers to make comparisons between visits, and serves as an invaluable tool to demonstrate pitfalls during training.

However, here at Amber Arch we also aim to provide guidance regarding preferable customer experiences, as well as the experience delivered by relevant competitors. Using focus groups, exit polls and bespoke questionnaires taken within ten minutes of a customer transaction, we research what clients expect from your company. The information generated can be accessed 24 hours per day and enables directors to cross reference expectations with reality.

Ever wished you could view staff standards discreetly? With video mystery shopping from Amber Arch you can. Using state of the art hidden digital cameras, Amber Arch staff can record an entire customer experience, which is then provided to you on a DVD with an accompanying analysis.

The value of this and similar programmes, such as telephone, competitor and web store mystery shopping for training and regulation purposes is obvious. Here at Amber Arch, we endeavour to go over and above competitors by providing clients with all of the information they need to refine customer service standards and boost sales.

For business owners, gaining an understanding of the ability of their staff in terms of customer service is crucial. It’s a much repeated fact within the retail sector that a customer will tell two friends if they have a good experience, and if they have a bad experience they will tell seven. For restaurants, the customer service provision can be just as important as the quality of the food itself, which is why introducing mystery shopping is such a great way of keeping standards high.

The team here at Amber Arch work alongside a number of clients to provide efficient and accurate measurements and analysis of service. We can show you exactly where you may need to improve, as well as areas of strength and expertise. In addition, we can provide expert training that will have your staff up to speed with exceptional customer service practises.

Mystery shopping is the only method of examining the level of service you are providing – crucially from the perspective of your customers. Secret shoppers are the most cost-effective way of providing you with the invaluable knowledge you need to progress as a company, and develop your competitive edge and build customer loyalty.

There are numerous ways to test satisfaction, but the most popular are mystery shopping visits, competitor visits, focus groups, exit polls and, indirectly, staff satisfaction surveys.  Competitor visits are a great way of understanding areas that you need to improve on, and things at which you excel. In terms of a restaurant, service is such an integral component of the whole experience that any advantage that can be levered here will stand you in good stead.

While mystery shopping visits are the best way of gaining an immediate understanding of the levels of service on display, other more informal methods can be equally as useful. A combination of the tools outlined above may be the most effective means of finding out how to improve your business.

Customer service is at the forefront of any successful business, it is what encourages clients to return time after time, meaning that it can have a real impact upon a company’s bottom line.  Of course, being so close to their company, it can be very difficult for business owners to objectively look at their staff and identify problem areas. We at Amber Arch believe that mystery shopping is one way that restaurants, shops and many other businesses can monitor their performance, in an unbiased way.

At Amber Arch, we believe that the best mystery shoppers are the general public. The main reason for this is that almost everyone has experience of eating in a restaurant or shopping in a store, as a result the public know exactly what they would and would not expect from a business or employee.

The mystery shoppers that we currently work with are based throughout the UK and Ireland. The main similarities of each and the main things that we look for when employing a new shopper are that they are observant, reliable, focussed and that they have a good memory.

Anyone that is interested in mystery shopping can apply through our website, simply visit the ‘become a shopper’ page of the website and fill out the registration form. If we think that you would be ideal for a position with us, we will contact you to discuss the opportunities available.

If you are interested in becoming a mystery shopper, or you think that your business could benefit from having one of our team visit you and monitor your customer service, contact us by calling our local number or by filling out our online contact form. You can also find out more about the mystery shopping services that we have to offer by browsing our site.

Excellent customer service is essential for the success of all businesses, from restaurants and hotels to shops and offices. Apart from providing training and employing suitable staff, mystery shopping is one way that a business owner can ensure that their employees are providing a high level of customer service. At Amber Arch, our team can visit almost any company to assess the staff and provide a report detailing the areas of strengths and weaknesses.

Our mystery shopping service enables business owners to identify the key areas that their staff need to be re-trained in. The mystery nature of this type of monitoring means that employees are never sure of whom the individual that has been asked to assess them is, this helps to ensure that they always offer superior customer service.

Mystery shopping is perfect for commercial businesses such as hotels that have a number of areas that need assessing. Our team can assess the reception team both in person and via telephone whilst making the booking. They can then monitor the cleanliness of the rooms and the customer service in the restaurant.

This service is integral to the success of a business as it offers a unique customer perspective on the areas of a company that require improvement. We can even offer comprehensive training to business owners and their employees, explaining how they can improve customer service delivery. Following the surveillance of the business, our team are able to tailor the programme to the company’s exact requirements.

If you feel that there are areas of your businesses where there is room for improvement or you simply want to see how your company fairs in terms of customer service, you may want to consider mystery shopping. For more information take a look at our website or contact a member of our team via telephone or by filling out our online enquiry form.