Consulting Services

The Voice of Your Customer is a marketing consulting firm that assists businesses, non-profit organizations, educational institutions and government agencies to create exceptional customer experiences. Our approach is known as the Circle of Service Success. Our research and training facilities, call center, and community partnerships enable us to assist our clients to create raving fans and to increase profitability by improving employee retention, establishing industry recognition, and building a competitive advantage.

Mystery Observations and Program Compliance: More often than not, companies ask direct supervisors or other internal teams to audit customer interactions, often allowing friendships, alliances and politics to bias results. Partnering with The Voice of Your Customer ensures an objective analysis of customer experiences. Customized reports include video/audio recordings, manuscripts and research findings in summary and detail with recommendations for improvement. Research methods include:

• Mystery Shopping: The use of qualified and pre-recruited researchers to anonymously assess policy compliance, customer service, selling skills, facility appearance and/or product quality of a business, organization or competitor. The evaluation may take place in person, via telephone or the Internet.
• Discrimination Testing: The use of qualified and pre-recruited researchers to anonymously collect information on treatment of customers with varying demographics. Depending on the setup of the program, these shops may be restricted by law.
• Operations Audits: The use of qualified and pre-recruited researchers to openly or anonymously evaluate the adherence of operational guidelines using yes/no questions and supplemental comments as opposed to opinion.

Click here to read the Mystery Observations and Program Compliance Case Studies.