SEC’s clients represent companies and brands of every size, across many different sectors and verticals. We offer experience in these industries: banking, consumer goods and services, convenience stores and service stations, government, grocery, health-care, fashion, hospitality and resorts, financial services, Insurance, luxury goods, retail, technology, mass merchandise & specialty retail, restaurants (quick serve, casual & fine dining), media and entertainment, travel and others.
Barneys New York: Michelle Focarazzo, Vice President of Customer Service Development. "The main reason we decided to start a mystery shopping program was to ensure each customer was receiving the same level of service consistently. An unexpected benefit of the program has been learning how we may be perceived by our customers; specifically insights into intangibles like attitude, friendliness, sense of urgency to assist, etc. We have learned you can achieve the perfect shop, but still not be creating an environment where customers want to come back time and again. This has been a very valuable lesson which has helped us challenge our associates and raise the bar. We have SEC to thank for this."
Federated Department Stores: Mary Lou Benjamin, Director Customer Service. "We used a variety of vendors in the past but SEC is, by far, the best around for mystery shopping services. We know we're difficult to work with, some might call us high-maintenance, but in the beginning, SEC took the time to really understand what we were looking for. They put in a lot of extra time and took a strong and solidified approach to our needs. Their online reporting is clear and timely, and the response from SEC is always extremely fast."
Barclays: Jim Lewchuk, Event Marketing Manager. "By using mystery shopping we've been able to measure an uptake in customer service quality, as well as increase in field staff satisfaction. We use the fact that we work with SEC as a selling point when going after new business. Our people in the field feel more educated rather than intimidated by the process. SEC does a fine job, and is incredibly responsive. We worked with many of their competitors who were not nearly as responsive to our needs. SEC is and will always be our first and only choice."
Genworth Financial: Carol Mueller, Compliance Auditor. "SEC's service is a very important part of our compliance efforts, and is head and shoulders above what we were able to do ourselves. They are always very responsive and their online reporting saves us hours of time. SEC helps us keep a finger on the pulse of the trends across our business."
Roundy's: Caroline Roe, Director of Marketing Research. "Mystery shopping is a key way in which we understand how our stores are [or are not] meeting our operational expectations. Mystery shopping feedback brings the REAL shopping experience front & center, as opposed to when employees are on their best behavior when management comes to visit. SEC has been the absolute best resource we have ever employed for this important task."