Hoed Mystery Shopping.
Hoed Mystery Shopping provides unique and comprehensive feedback on the quality of customer service, selling skills and product knowledge being demonstrated by frontline staff.
Armed with this knowledge and equipped with a plan for action, clients will be able to establish quality benchmarks in customer service as well as developing strategies for improvement.
Our Point of Difference
Involvement – Our primary objective is to ensure the involvement of mangers and team members. Our system encourages senior management to also become involved and fully informed of the program's performance, ensuring confidence in the system to manage their customer service strategies and responsibilities. Comments are provided throughout the mystery shopping report, which brings clarity, feeling and transparency to each experience.
Professionalism – Hoed is highly regarded in the market research industry and belongs to several credible industry organisations committed to quality assurance and ethical standards, including;
- Interviewers Quality Control Australia (IQCA)
- Association of Market Research Organisations(AMRO)
- Mystery Shopping Providers Association
- Associated member of the Australian Retail Association
Technology – Hoed has developed its own analysis system called FOCUS to drive the customer service programs. The FOCUS system is flexible, robust, reliable, transparent, fast and easy to use. A desktop facility is included to provide clients the access to analyse their own data. Information can be e-mailed directly to stores to save time and money.
Quality – Hoed quality control every survey. We are confident that our clients receive reports that are reliable and objective. This will give frontline staff the confidence in reviewing and understanding the completed reports.
Mystery Shoppers – Hoed Mystery Shoppers are employees of Hoed, not contractors. Hoed can provide coverage in all areas of Australia and New Zealand. Currently we have a database of over 5,000 shoppers.
Services
Hoed can provide the following services;
- Face to face mystery shops
- Telephone mystery shops
- Promotional support evaluation
- Customer satisfaction surveys.
Key Executives
Peter Fernie – Managing Director
peter.fernie@hoed.com.au
Julie Barnwell – Senior Account Manager
julieb@hoed.com.au
Contact
Hoed Mystery Shopping Pty Ltd
Level 2, 3 Carlingford Road
Epping NSW 2121
Tel: 02 9876 3166 Fax: 02 9876 3279
www.hoed.com.au
Hoed Mystery Shopping - NZ
23A Fancourt St,Meadowbank,
Auckland , New Zealand
Tel:0011 64 9528 6806
Email: richard@hoed.co.nz
