Mystery Shopping Expertise
Mastering your Service Delivery through the eye of a secret shopper
Imagine you can find a way to increase your customer loyalty, employee engagement and your profit, wouldn't you like to do it?
What would a Mystery Shopping programme do for your business?
- Monitors and measures service performance
- Increase your customer loyalty
- Increase your employees’ engagement
- Monitors legal health & safety requirements
- Improves retention
- Makes employees aware of what is important in serving customers
- Reinforces positive employee/management actions with incentive-based reward systems
- Provides feedback from front line operations
- Monitors facility conditions – asset protection
- Ensures product/service delivery quality
- Supports promotional programmes
- Audits pricing & merchandising compliance
- Allows for competitive analyses
- Compliments marketing research data
- Identifies training needs and sales opportunities
- Educational tool for training & development
- Ensures positive customer relationships on the front line
- Enforces employee integrity
- Ultimately increase profit and business growth
Why do you need it?
Do you know why customer don’t return to your business?
- 82% poor customer service
- 68% they perceive you are indifferent to them
- 33% consider switching after just a single instance of poor service.
- 13% poor product quality
- 9% price
And that 5% increase in customer retention can increase a company’s profitability between 50 & 75%!
Now be honest, you know you can’t:
- be in your business 24/7
- be in 2, 3 or 20 places at once
- improve if you don’t get feedback
- celebrate success if no-one tells you
- manage what you don’t measure
Measuring your service delivery means that you can really give the support to your team to improve the customer experience, pinpoint how your customers are feeling and how emotionally connected they are to your brand, and that altogether you are following your business vision, this is the difference between surviving and thriving.
WHY I DO WHAT I DO…
You know when people ask you what you do, well I was really proud to say: I am a Mystery Shopper, I get paid to go in restaurants, hotels, and shop! Wow, that’s the kind of job anyone would want, no??
I have always worked in the hospitality industry. Born in Paris, I moved to the South of France aged seven with my parents when they opened their first restaurant. That was when I first started carrying plates and the passion for all things relating to hospitality and customer service began. When you grow up in that environment, you either love it or you hate it; fortunately, I absolutely loved it! I loved the interaction with the people, I loved witnessing them enjoying good food and wine and I loved welcoming them back time and time again.I remember being a little girl and wanting to be a Michelin Inspector too. I thought it would be amazing to go and eat in amazing restaurants and sleep in wonderful hotels.
After two decades being in the receiving hand of Mystery Shoppers, auditors, assessor, secret shoppers, I would have never thought that my little girls’ dream would become reality…
So, for the last decade, I have worked with over 20 different industries, from car to retail, financial services to hospitality, helping them in many ways to improve their service delivery. It’s been an amazing journey and every new project was creating new experiences, new stories, new learnings, and was so proud to have several of my clients winning Industry awards, retaining their 5 star ratings and increasing the brand awareness because of the work we did together.
My mission from day 1 has never changed, inspiring businesses to thrive by delivering exceptional customer experiences.
With the years of expertise helping businesses, I have learn different techniques and now bring a more holistic and comprehensive approach to Employee and Customer eXperience, empowering leaders to bring more care into what they do, creating sensorial experiences, enhancing their environments, increasing their employees’ engagement and loyal customers, ultimately grow their profit and the local economy, that’s why I love doing that I do…
You need some Mystery Shopping tools? I have a box full of them...
If you want to improve your service delivery, measure your services and grow your profit, I can certainly help you to do just that, here is a range of services I can offer you:
The Secret Diary of a Mystery Shoppers’ YouTube Channel
The Secret Diary of a Mystery Shopper Book
Can you afford to be clueless about your customer service? Keynote presentation
Mystery Shopping & Customer Service Keynote Speaker
Exclusive Mystery Shopping Visit
Mystery Shopping DIY with me
Mystery Shopping Online Training Course
Mystery Shopping Coaching Programme
Mystery Shopping Masterclass
It's not me saying it...
We deployed the services of Claire and her company in order to aid us on retaining our 5 star status and to ensure that we had a neutral perspective of the guests experience at Grand Jersey. Throughout this time Claire and her product have helped immensely with the Grand Jersey team being focused on maintaining 5 star standards throughout the operation. Claire has carried herself with impeccable conduct, has been ultra reliable and extremely supportive in the last year of working with Grand Jersey.
We look forward to hopefully working with Claire on future projects with regards training and development of our team.
Eamonn Elliott
Operations Director, Grand Jersey
Key to offering the best customer service possible, the benefits of The Busy Queen Bee have been clear to see for Jersey Pearl over the last few years.
Invaluable in terms of seeing how our brand is viewed through the eyes of our customer. The mystery shopper experience has allowed us to make small adjustments and develop ideas to ensure we are always driving our business forward while consisting the needs and wishes of our customers.
The team at The Busy Queen Bee are always prompt to respond with advice or answer questions.
Overall, a highly recommended service in Jersey.
Lucy Buckland
Manager, Jersey Pearl
"Claire has provided mystery shopping services to us since 2012. Having frequent and independent measurement of our service levels has contributed to significant improvement to customer service at Jersey Post. Her passion and entrepreneurial spirit has rightly made her the Queen Bee of customer service in Jersey, I hope she gets appropriate recognition for this important work."
Kevin Keen
Chief Executive Officer, Jersey Post
Want to know more? Get in touch
Do you have any questions? I am here to serve, just pin me an email or a message on any of the contact details below and I will be right with an answer…
