Tag Archives: healthcare

Secret Shopping Enters Brave New World

Advanced Feedback - Mystery Shopping Comapny

Customized Sales and Service Inspections

Legislation Prompts Increased Use of Mystery Shopping Into Healthcare and Government Realms

(Archive – advancedfeedback.com – SAN DIEGO, CA, Apr 15, 2009) – Traditionally, mystery shopping has been thought of in terms of the private sector, but increasingly public entities have turned to this service for monitoring compliance with regulations or measuring customer service levels (though the latter is primarily found in the UK.) As a result of legislation passed last year (HR 6331) that might be changing, says Kurt Adams, Senior Accounts Director of Advanced Feedback, a leading provider of telephone monitoring services. “It may the dream come true for many Americans” who wish for greater accountability and higher customer service levels from their government, commented Mr. Adams.

While the law passed last year deals with Medicare Advantage and how it is marketed to the public, it may be a portent of things to come, he speculated. (Specific concerns were allegations of ‘bait and switch’, ‘misrepresentation’ and ‘misconduct’ on the part of agents and brokers.) “It could well be that this model could be a harbinger of things to come. In this case, both the government and private agencies have seen the wisdom of using secret shopping as a means for ensuring compliance, but our hope is it will be used to increase customer service awareness as well”, he concluded.

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New Mystery Shopping Video Services

Advanced Feedback is pleased to announce the launch of it’s entirely redesigned website at AdvancedFeedback.com. The site has a completely new look and provides users with an overview of all customer experience management tools.

Along with a multitude of varying mystery shopping services, AdvancedFeedback is happy to announce our newly designed and reformed video shopping services. Our professional video mystery shopping services provide you with the tools and technology to see exactly what is happening between your employees and your customers. Our services not only provide insight into the experience of a customer, but actual, objective evaluation of your team’s selling skills. Concealed cameras film the entire presentation from greeting to closing.

Businesses hoping to take customer service to the next level can benefit with our services by:

  1. Professional and affordable video shopping services for any industry
  2. View customer flow and analyze performance gaps
  3. Monitor procedures and implemented initiatives
  4. Evaluate new hires and staff veterans
  5. Are your employees ethical and interested in customer needs?
  6. Motivate your sales team and drive them to produce results
  7. Video is highly effective in sales meetings and training seminars
  8. Evaluate your competition
  9. A real, authentic, recorded customer point of view
  10. Visual presentations show you exactly where changes need to be made
  11. Stimulate friendly competition between your top performers
  12. Establish total awareness of your sales or business environment

Howard Puterman, VP and General Manager of Enterprise Rent-A-Car, states “Advanced Feedback has been servicing my needs for the past eight years and has been absolutely terrific. They are always responsive to our ever-changing needs.”

Contact Us Today to see how we can offer you totally customized sales and customer service inspections.

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Advanced Feedback Announces Launch of New Website

Advanced Feedback is pleased to announce the launch of it’s entirely redesigned website at AdvancedFeedback.com. The site has a completely new look and provides users with an overview of all customer experience management tools.

Advanced Feedback provides valuable services to growing businesses in a wide variety of industries including automotive, hospitality, education, financial services and virtually any other customer-driven industry.  Zachary Hooker, President of Advanced Feedback commented, “With the addition of many new services, now covering all customer revenue channels it is time to update our web presence.  We are very excited about the new website and look forward to regularly updating it with our latest developments.”  The revamped website showcases services including Mystery Shopping, Customer Follow Up, Web Hosted Surveys, Competitive Research and Website Video Streaming.

For additional information about Advanced Feedback, or the launch of AdvancedFeedback.com contact us here: AdvancedFeedback.com. In celebration of the launch of the new website Advanced Feedback, Inc. is offering many discounts and free samples to those who contact the company through the website.

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Advanced Feedback is Pleased to Announce the Addition of New Clients

Advanced Feedback is pleased to announce the addition of Utopia Property Management, Discount Tire, American Tire Company, America’s Tire, LS Travel Retail North America, The Southern, Casey’s Cupcakes, Wash N’ Roll, and Cedar Street Courtyard to their current client base.

ImageSAN DIEGO, California, November 09, 2012 –Advanced Feedback is pleased to announce the addition of Utopia Property Management, Discount Tire, American Tire Company, America’s Tire, LS Travel Retail North America, The Southern, Casey’s Cupcakes, Wash N’ Roll, and Cedar Street Courtyard to their current client base.  Each of these clients has opted to utilize one or more of Advanced Feedback’s Mystery Shopping programs to monitor and improve their Customer Experience.

Since 1991, Advanced Feedback has been in the Customer Experience Management business; serving a variety of industries from hotels to hospitals and mom & pop to multi-national companies.  “It is nearly impossible to maintain a competitive advantage in any business if your service is less than satisfactory.” stated Zachary Hooker, President of the company.  “And in this economy with today’s web based consumer, opportunities to shine are limited, your front line may have only one chance to deliver exceptional personalized service!”

With the addition of these four clients to Advanced Feedback’s client base, it shows that both healthcare and restaurant companies are concentrating on improving service during uncertain economical times.  Providing an excellent customer experience helps to win over new customers and keeps them coming back for more.

Advanced Feedback offers many customized services for just about any industry including Onsite Mystery Shopping, Telephone Mystery Shopping, Customer Follow up, and both Employee and Customer Satisfaction Surveying.  For more information and up to date news about how to improve your customer experience visit www.advancedfeedback.com.
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Advanced Feedback is Pleased to Announce the Addition of Four New Clients

San Diego, California, September 16, 2011 –Advanced Feedback is pleased to announce the addition of Sharp Healthcare, TomKats Inc., Fitness Zone and NewMark Merrill Companies to their current client base. Each of these clients has opted to utilize one or more of Advanced Feedback’s Mystery Shopping programs to monitor and improve their Customer Experience.

Since 1991, Advanced Feedback has been in the Customer Experience Management business; serving a variety of industries from hotels to hospitals and mom & pop to multi-national companies.

“It is nearly impossible to maintain a competitive advantage in any business if your service is less than satisfactory.” stated Zachary Hooker, President of the company. “And in this economy with today’s web based consumer, opportunities to shine are limited, your front line may have only one chance to deliver exceptional personalized service!”

With the addition of these four clients to Advanced Feedback’s client base, it shows that both healthcare and restaurant companies are concentrating on improving service during uncertain economical times. Providing an excellent customer experience helps to win over new customers and keeps them coming back for more.

Advanced Feedback offers many customized services for just about any industry including Onsite Mystery Shopping, Telephone Mystery Shopping, Customer Follow up, and both Employee and Customer Satisfaction Surveying. For more information and up to date news about how to improve your customer experience visit www.advancedfeedback.com.

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Mystery Shoppers Knock on Healthcare’s Door!

Mystery shopping has been used to enhance customer engagement initiatives in most service industries, such as Hospitality, Retail, Automotive, and Financial Services for a very long time now. Is the Healthcare community finally embracing the benefits of this vital service and sales improvement tool as well? The answer appears to be yes.

Healthcare has traditionally limited itself to long-term approaches such as customer surveys or physician surveys. However, due to the competitive nature of today’s technologically savvy and demanding “shopper”, it seems the industry as a whole has woken to more aggressive techniques for fast acting monitoring and feedback such as mystery shopping.

Zachary Hooker, President of San Diego based Advanced Feedback, a leader in mystery shopping says, “Though we have been servicing almost all areas of the service industry for more than a decade now, this is the first time we have seen some activity on the Healthcare front. It looks to be pretty promising and long term.”

“Mystery shoppers” posing as patients evaluate the facility by placing appointment calls, information calls for pricing, visiting the facility, faking symptoms, making special requests and sometimes staying in the facility overnight. The medical centers and facilities who have undertaken the services lately, believe that a number of changes have been made as a result of the practice including improvement in employee behavior, change in ambience of waiting room and reception areas, more concern towards patient privacy and lesser wait times.

While like most other research techniques, mystery shopping gives insights into ways to improve patient interaction, identifies problems in service, and increases customer loyalty, one of its most effective uses is the aid it provides in explanation of customer survey results, that is, its ability to explain the customer feedback or response.

The “Mystery Shopping” approach seems to be particularly popular amongst mid size and small size segment of the industry. This is possibly due to the stiff competition and evaluation the smaller clinics and nursing homes face. Larger organizations also benefit from the service by using mystery shoppers from within their patient database, as well as those out-of-plan. Certainly, the fast turn around time, immediate results and comparatively lower cost of service makes it an attractive feedback and training tool.

“The foray of Healthcare into the Mystery Shopping arena is a welcome move and we look forward to the customer service initiatives it will promote in the sector.” Comments Zachary Hooker from Advanced Feedback.

Advanced Feedback has over 15 years of experience in doing mystery shopping and customer engagement surveys. For more information, please visit www.advancedfeedback.com or write to Zhooker@advancedfeedback.com.

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