Tag Archives: video mystery shops

Spring Update

Happy spring everyone!

We’ve been quite busy here at Advanced Feedback scheduling and reviewing shops and adding many new clients.

We couldn’t do it without the help of our wonderful mystery shoppers. Thank you for all the help!

A warm welcome to all of our new clients, JINS Eyewear, VBGB Beer Hall, South Beach Tanning, UFC Gym, Westcott Homes, True Homes, Market Force Information, Westminster Company, The Indigo Road, Field Museum, Innovative Staff Solutions, Oliver McMillan, La Maison du Chocolat, Crunch Fitness Canada, Born & Raised, Salon by JC and M&D Supply, Inc.

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Winter Update

We hope everyone has a wonderful holiday season! This month we’re welcoming The Broken Yolk Cafe, Orange CA to our growing list of restaurant onsite mystery shop evaluations. We are also pleased to welcome Hampton Homes and Oakdale Homes from Farmers Branch Texas who will be using our telephone and video real estate secret shopper program.

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What Our Client’s Say About Us!

“We are very happy with the reports! We would love to continue with one shop per location per week.” -Heather Cyr, Director of Shop Operations – JuiceLand

“We got the report and my boss was very impressed so you can be sure we will use Advance Feedback again when we want to have another sales agent shopped.” -Vashti Smith, Executive Assistant – Rocky Gorge Development

“We viewed the shops and they all were great! Thank you for getting those to me so quickly!” -Tiffany Atteberry, Dickey’s BBQ Pit – R&R Restaurants LLC

“Thank you very much for completing these shops. They are going very well so far and we like how the reports have been completed. We would like to schedule more!” -Garret Neville, Area Leasing & Marketing Specialist – Dart Properties II, LLC

“Wow, amazing work! I knew this was happening. Your sales don’t (plummet) overnight without something like this taking place. I could not be more pleased with having this peace of mind and it was worth every penny. I will definitely be using you again for my new store. Thank you for your efforts, I am very pleased with your work.” -Jennifer McDougald, Legacy Home Staging

“We are very happy with the shops so far and are finding them very insightful.” -Michael Edick, Vice President Retail Operations – AG Ferrari

“Advanced Feedback provided our department with specific and actionable information on the services we provide our customers. The information we were provided allowed us to acknowledge operations and individuals who were providing exceptional service and make targeted changes where opportunities for improvement were identified.” -Mark Cunningham, Assistant Vice Chancellor, Housing, Dining and Hospitality Services – UC San Diego

“Utopia Management has been using Advanced Feedback for a year now and our management staff’s customer service and phone call percentages have increased because of your services.” -Patricia, Utopia Management

“The survey is very well done and very useful.” -Jim Sonn, Pearl St. Pub

“Your secret shopper reports are causing quite a stir around here. The Principals love it, even those that had not very positive encounters.” -Dan McCue, David Douglas School District

“I really appreciate your detailed and thorough reports. If you ever need a business reference in the Austin area, please do not hesitate to use me.” -Carolyn Braten, 208 W 4th, Inc.

“I found the report very informative and well put together.” -Andy McCormick, Coffee Creek Golf Course

“Awesome work by the way!” -Chris Freeman, Element Collective

“Very informative…The format is perfect for us – it is broad enough that we can see the basic areas that need training.” -Doug Caister, Salon Republic

“Keep the feedback coming, we really appreciate it, it’s been very useful.” -LIVESTRONG

“In conversations with other regions, they were very impressed with the services that your company provided…especially impressed with your professionalism as a representative of Advanced Feedback. The mystery shopper did an awesome job and I am glad that we that we can use her services as well.” -Discount Tire

“Providing premium service to our affluent and discerning customers often starts with phone skills – we can’t miss with Advanced Feedback’s attention to detail and customization. I will certainly do business with them again.” -Tim Cunnigham, Beach House Hermosa Beach

“Our front desk agents now look forward to the feedback challenge of your phone shops. Our customers are sold value with professional first impression. Thank you for helping us maintain the highest levels of accuracy and sincerity.” -Marvin Alyase, Comfort Suites Otay Mesa

“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.” -Howard Puterman, Enterprise of Las Vegas

“Thank your for being so patient with us…Your service has been terrific! I am excited to have additional shops done…We are very pleased with your services and benefit from the information that your mystery shoppers are providing.” -Diane Nason, Fashion Furniture

“My business relies heavily on incoming phone calls and we spend a considerable amount of money to make the phone ring…I have seen dramatic improvements in the quality of our calls. I highly recommend Advanced Feedback’s diverse services.” -James Greer, Gold Coast Professional Schools

“At Keyes Automotive, we have developed many systems to insure quality customer service…One of the many important facets…Is the telephone mystery shops for parts and service. For many years, Advanced Feedback has provided this program.” -John Lewis, Parts and Service Director

“We have been doing business with Advanced Feedback for several and are very happy. They allow us to service our customers’ needs better and quicker due to their timely and informative call system. I would recommend.” -Marc Smith, MK Smith Chevrolet

“Your targeted shops have been instrumental in our reservations center ADR progress this year, our agents are on their toes at all times…Your next day reports help us correct issues immediately.” -Kristin Lenhart, Pechanga Resort & Casino

“Your services are awesome!” -Andrew Gruel, Slapfish

“The shopper did a good job…good training for all of my staff… very thorough shoppers. ” -Mark Polli, Crunch Fitness Sacramento

“We are very impressed with the service you and your team have provided and will certainly be looking at more shops soon.” -Natasha Leclerc, FRESH Restaurants

“I am very impressed with the quality of the video shop. Great camera placement and audio pick-up. The shopper gets a 5-star rating, she conducted herself in a premium manner. This shop sets the expectations moving forward for additional shops. ” -Tony Galeassi, Digital Eye Research

“Thank you so much for getting this shop completed so quickly and the shop is very detailed oriented, which is AWESOME. We are looking forward to the 2nd mystery shop ” -Jason Thommen, Miele

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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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Telephone Mystery Shoppers Find Hard Times Drive Hard Tactics

Good phone skills should be obtained by building a level of rapport with a prospective client before asking for their business.

(Archive – advancedfeedback.com – San Diego, CA, Feb 19, 2009) – With the country now officially recognized as being in a recession since December of last year, businesses are scrambling to adapt. Many are simply trying to hang on, abandoning, at least for now, visions of increased market share. Thus it perhaps should come as no surprise employees who deal with the public over the phone have become more aggressive, says Kurt Adams, Senior Accounts Director of Advanced Feedback, a leading provider of telephone monitoring services. “It used to be we were asked to measure items that tended to make the customer feel warm and fuzzy, such as using their name. Now it seems the sole focus is how many times we get asked for our business”, commented Mr. Adams.

While employee interest in getting or retaining a customer’s business is undeniably an aspect of good service, how and when this is manifested can be of equal importance. Specifically, Adams’ cites asking the customer for the business in the first 10 seconds of the call. “I know it’s a bit of an exaggeration, but isn’t that like asking someone for a date before knowing their name?” he asked. Good phone skills suggest building at least some level of rapport with a prospective client before getting to the proverbial bottom line. Showing interest in a customer is more than asking repeatedly for an appointment or reservation; other elements include using the customer’s name or asking how they happened to be in the market for the company’s services. Moderation, as Ben Franklin reminds us, is a good thing.

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Advanced Feedback Welcomes Two New Miami Florida Restaurant Clients!

Advanced Feedback, Inc. is proud to welcome Meat Market Miami and the Courtyard Marriott – Miami Airport – Champions Sports Bar. Both are located in Miami, FL to our list of onsite bar and restaurant mystery shop evaluations. http://www.advancedfeedback.com/restaurant.html

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Onsite Polling Success!

Advanced Feedback is excited to add onsite polling to our list of services! We’ve just completed a round of brand image polls for one of our restaurant clients considering a major logo change. A big thank you to our Las Vegas and Orlando onsite polling teams for helping us execute this project!
– Learn more at: http://www.advancedfeedback.com/services-phone-shop.html

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Welcome New Clients!

Advanced Feedback, Inc. is proud to welcome the RM Champagne Salon in Chicago – bringing us to four “Element Collective” venues. We also welcome Aloft Hotels (WXYZ Bar) in Texas and Wisconsin.
– Learn more about our mystery shopping company and services at: http://www.advancedfeedback.com/services-phone-shop.html

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Advanced Feedback Welcomes a New Customer!

Advanced Feedback is proud to announce that TEG Property Management has signed up for our latest On-Demand Phone Shops service for their various San Diego properties. If you are interested in a low cost, contract free service please visit http://advancedfeedback.com/phone-shop-store-2.html for more information and samples.

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Phone Shops On Demand

Advanced Feedback’s on-demand phone shop service provides a no minimum, no contract, cost effective option for businesses of any size or budget. With on-demand phone shops, we call, report, and record all in the same day! This service has proven invaluable for all business managers needing to observe and analyze staff phone skills. Give it a risk-free try today!

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