Mystery Shopping is an efficient tool to measure, understand and improve customer service standards by using agents acting as if they were customers.

The objective is to increase customer service levels and to ensure that service is delivered in the ways intended by your business.

The type of companies and organizations that use Mystery Shopping cover a wide spectrum within the public and private sectors. CBC helped companies in the food, IT,banking and automobile industries to set up rating systems to ensure better customer service.

We are passionate about customer service excellence. And so are the people we employ as mystery shoppers.

We deliver our clients a full report based on their requirements.

The benefits to you are:

• a cost-effective method of monitoring your customer service standards
• an efficient way of identifying staff in need of further training
• a regular summary of strengths and weaknesses, which will improve your action plan
• an effective deterrent against dishonesty, poor service or bad practicee
• a way of identifying branches that are under-performing

CBC sets up an index rating system that helps you keep track of your service and professional standards. Research tools include expert mystery shopping, customer and internal interviews and store checks.

For your on-site feedback platform, we offer photo, audio, video and data collection tools that keep you up-to-date in real-time.

Turn the page to read our case studies.