OUR PROCESS
Measuring What you Manage
SEAMLESSLY DEPLOYING CERTIFIED BRAND AGENTS INTO YOUR BUSINESS
Leveraging our multi-national coverage and talent pool of over 600,000 Agents, Service Evaluation Concepts can deploy Certified Brand Agents into businesses across the globe. Armed with your designed customer experience, our Agents can be dispatched directly onto the frontline, analyzing what matters most to your brand.
Overt & Covert Agents
Deployed to meet your specifications. Our services can provide operatives as overt or covert agents, supporting you in measuring interaction on your terms.
Our Six Step process
#1 Understand What you Want to Measure
We work with every partner to understand what matters to their brand, and create a tailored program based on their expectations, challenges and designed human experience. Our services are agnostic. We are experts in the process, not the decision making.
#2 We Offer our Insights
For over 35 years, Service Evaluation Concepts has helped businesses to gain quality insights into the human dimension of their brands. We offer direct guidance through collaboration and consultation. Our insights are impartial, analytical and backed by evidence-based rigorous data intelligence.
#3 We Arm Agents with Expected Experience
We educate our Agents with an understanding of our partners’ intended customer experience, then validate knowledge transfer. Armed with what they are looking to measure, they are able to effectively analyze and monitor partner expectations with what is actually happening on the ground.
#4 We Deploy Certified Brand Agents
We match specific Agents in-line with our partners’ target demographics. By doing so, we ensure our insights are connected to an appropriate source, resulting in seamless, native deployment with actionable, relevant insights that matter.
#5 Feedback & Reporting
Client programs are powered by an Enterprise Feedback Management System (EFMS) and our experts in data analytics, reporting and the delivery of highly actionable programmes. Entirely tailor-made to the unique challenges of our partners’ businesses.
#6 Leverage the Data for Actionable Improvements
Our reports enable organizations to visualize how their current experience aligns with their expectations. These dynamic insights support business leaders in making more informed decisions on their processes, improving conversions, customer loyalty and employee engagement and satisfaction, all rooted in cause-and-effect linkage to financial KPIs.
HUNDREDS OF HAPPY PARTNERS
SEE THE VALUE WE ADDED
Our services have driven performance, engagement and conversions forward for some of the world’s most recognizable brands.
Barneys New YorkMichelle 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. We have SEC to thank for this."
Macy'sMary 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."
JuniperJim 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 FinancialCarol 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."
BlueCross BlueShield of Western New YorkMichele LoPorto" Service Evaluation Concepts (SEC) provides covert services to support our government business operations. Their commitment to service is always consistent. Services are performed as outlined and reports are provided as designated. The experience exceeds expectations. SEC is quick to respond, polite, and professional in communicating and relaying information, always flexible and responsive to inquiries where additional detail may be warranted. SEC goes above and beyond to satisfy our customer needs."
