Mystery Shopping

Bringing Heart and Soul to Mystery Shopping

Since 1999 we have created long term relationships with ongoing recommendations and referrals, becoming a respected and trusted leading authority across a variety of industries, along with creating a niche in the Registered Club industry,

The performance of your organisation is our priority, and our goal is to experience every aspect of what your business has on offer. This ensures that our real-time feedback will make a difference to the customers you serve and, ultimately, your bottom line.

OARS, is our own created and developed proprietary reporting system – hosted in the Cloud for real time access – it’s not just a reporting tool but a real opportunity to understand your customer interactions and service functions. Audit data is available online within 24 hours of each Mystery Shop visit, giving you full visibility over every aspect of the process.

With an audit scope, question inventory and reporting system that are able to be tailored to suit the needs of any client in any industry, you’ll always receive meaningful information in an easy to use format.

The reports provide both an objective analysis supported by multi level statistics and graphical interpretation combined with subjective analysis, which we call “Mapping of the Journey” reporting on the “EXPERIENCE”. This subjective report complements our objective report, providing you the opportunity to experience the customer experience through the eyes of our trained employees as they interact with each of your team and facilities.

For businesses to survive they need Recommendations and Referrals. Our bespoke software shows the journey and at what points your team and facilities go beyond the customers expectations and those that detract from the overall experience.

Combining the results with our clients expertise, systems and aspirations with our expertise we structure strategies for improved Service Skills, capitalising on strengths in the business and improving on any identified opportunities.

Client requests and research has shown the team at OOPS that in this increasingly competitive market it is vital for businesses to take a clear position in their market and communicate their competitive advantages to both existing and potential customers.  Therefore we offer two further reporting programs: Competitor Audits and Facilitated Focus Groups.

To find out more what OOPS provides, please contact team OOPS.