Experience Evaluation

Helping To Improve Customer Experiences

Front line performance has become increasingly critical to many types of businesses. When location, pricing and product assortment are no longer unique, the quality of your customers' experience with your brand is often the key to success or failure.

Satisfying customer encounters in every site, every time builds brand trust and offers rich potential for competitive advantage. Combined, these elements drive profitability. How does GAPbuster Worldwide assist clients to build a customer service culture?

We deliver key insights into the customer experience by deploying secret mystery shoppers.

Posing as everyday customers, the mystery shopper’s job is to discreetly observe predetermined elements of a retail outlet's service.

Working with clients, GAPbuster Worldwide consultants design assignments to mirror real customers' experiences. Behavioral standards typically relate to front line staff's friendliness, sales techniques, and a venue's product quality and cleanliness. Equipped with detailed guidelines, GAPbuster’s field force of mystery shoppers report on their measurements and recordings during the experience.

The data relating to our sample customers experience forms part of a powerful, multi-dimensional solution that extends beyond performance measurement. (We call it the GAPbusting System - read more ).

The benefits of GAPbuster Worldwide programs are many and varied:

• By treating all customers as if they were experience evaluators, employees raise the standard of service and incidence of customer satisfaction.
• Performance tracking fosters healthy competition (frequently between stores and teams), a sense of shared purpose, and a camaraderie that boosts staff confidence and morale.
• Best practices are identified and shared across networks.
• Improved service results in better brand identity, happier customers, more loyal and repeat clientele, and higher sales.
• Increased sales result from staff practicing sales techniques.