The Best Mystery Shopping Company

News & Press
Written By Mandie Reiber
 

What is the BEST Mystery Shopping Company for your business?

There’s no shortage of Mystery Shop Providers (commonly known as MSPs) that provide mystery shopping services to businesses like yours. They all claim to be different and/or better than their competitors—but what really makes one MSP the BEST MSP? And which MSP is the best MSP for your business?

It may seem hard to name yourself as the best mystery shopping company out there—but, in actuality, it’s not. Plenty of MSPs are doing it. Here at Dead Ringers, we’re all about objective facts, NOT opinions. So rather than declaring ourselves as the BEST Mystery Shopping Company for your business, we’ll just share the facts—and let you decide for yourself.

FACT #1: THE BEST MYSTERY SHOPPING COMPANY ISN’T AFRAID OF POSTING THEIR PRICES.

As a consumer, one thing I absolutely hate is finally deciding that I want to invest in a service, only to discover that the business won’t simply tell me their price—or at least give me some idea of pricing. I don’t want to have to call and speak to a sales rep just to get that info. Frankly, my times is worth more than that—and yours is, too.

Dead Ringers is 100% transparent in its pricing. ALL of our prices are listed on our website. Many other mystery shopping companies make you provide all of your contact information and speak to a sales rep before they’ll start talking numbers. They call it a “custom quote” to make it sound exciting—but it’s an unnecessary hassle. That’s not how we roll.

FACT #2: THE BEST MYSTERY SHOPPING COMPANY knows what you need.

Many mystery shopping providers ask you what YOU want THEIR shoppers to ask on the call. Really? Really!

Here’s why that’s not acceptable. The point of a mystery call is to analyze and help you understand how your business is treating customers over the phone. The idea is to provide the most accurate, real results possible. This is nearly impossible when your mystery shopping company is simply operating off a script that you built for them.

Dead Ringers knows what you need—dare we say, better than you do. We’ve been at this a while; phone shopping is our bread and butter. We already have a system in place, and don’t put it on you to build the right script. Can we customize the call and fine tune some specific areas—of course! But we don’t make you build the entire call.

FACT #3: THE BEST MYSTERY SHOPPING COMPANY uses trained evaluators.

Not only do most mystery shopping companies ask you to outline what you want asked on the call; the MSP then simply provides a summary of what was asked and what the answers were.

“Your company answered the 3 questions you wanted us to ask. Here’s your score.” Sorry—that’s just not good enough.

Not at Dead Ringers. We’re not just secret shoppers. We’re evaluators. This means that our shoppers (more on this in a second) don’t have a script where they just recite questions. They evaluate every aspect of the call (from before you answer the phone to how you follow up after the call is complete) and use an objective rubric of over 100 measurables to determine how your staff is really performing.

Here’s another fact: most mystery shopping companies utilize a massive pool of secret shoppers. While that comes with a number of perks, it means that not all shoppers are trained to do what they do at a high level of quality. Not only that, but many MSPs don’t review their shoppers’ reports before handing them off to their clients. Here at Dead Ringers, all of our shoppers (affectionately called Ringers) go through an in-depth certification course before they can work with us, and all of our shops are thoroughly reviewed by a team of experts for quality assurance before they are released to you, the client.

FACT #4: THE BEST MYSTERY SHOPPING COMPANY IS BUILT ON MORE THAN OPINIONS AND SURVEYS.

You’re looking for a mystery shopping program that will measure your company’s performance so that you can improve your staff’s phone skills—and, with it, your customer experience and your bottom line.

Many MSPs simply give you a summary of a call that looks like “Great,” “Good,” or “Could be Improved.” That’s what we call subjective data—in other words, opinions. There’s a time and place for those—and it’s NOT now.

Dead Ringers is built on objective, replicative data. Our calls are scored in 10 different categories with more than 100 overall data points. We provide benchmark numbers and trend reports so you can compare your scores to others in your profession and track how your business is behaving over time. Our comprehensive, objective data shows you the weak spots in your phone skills, where you need training, why you need training, and how much your phone skills have improved post-training.

FACT #5: THE BEST MYSTERY SHOPPING COMPANY OFFERS SOLUTIONS, not just scores.

Most mystery shopping companies are just that: mystery shopping companies. They make the calls, they fill out the reports, they make the numbers look pretty—and what happens next is up to you. The better mystery shopping companies offer some consulting to discuss your results—but the BEST mystery shopping company will offer more than just a quick consult if they genuinely care about your business.

Dead Ringers offers comprehensive training solutions (you saw that one coming, didn’t you?) We don’t just shop your business and leave you with a pile of data to sift through. We deliver customized training solutions based on your results—from in-person, interactive On-Site Training to live, build-your-own-program Remote Training.

The “shop” is just the first step. We help you understand how your staff is delivering information to your clients—and then we help you make that customer experience the best it can possibly be.

The best mystery shopping company is more than just a mystery shopping company

Dead Ringers is not your standard mystery shop provider. We know you want more than a service—you want help. Dead Ringers makes sure that when the calls are over, you have the data and support to make your business better.

Just making calls is not what we do. But then again, that’s why Dead Ringers IS the best mystery shopping company—because we are more than just a mystery shopping company.

THE SCIENCE OF THE HOLD

If you’re ready to take your phone skills to the next level, download our free whitepaper, “The Science of the Hold,” to learn tips and tricks for placing your clients on hold—the right way.

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Mandie Reiber
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