Dependable Cleaners Mystery Shopper Program by ServiceSense of Norwell, MA

As part of our commitment to total customer satisfaction and quality assurance, Dependable Cleaners invests significantly in a Mystery Shopping Program administered by ServiceSense of Norwell, MA. Every week, one customer from each of our stores conducts a service evaluation (or mystery shop) and completes a one-page report documenting his or her experience. Evaluators are scheduled in advance, and conduct the assignment on an anonymous basis. Reports are mailed to ServiceSense and submitted back to Dependable. The manager of each store reviews the report with his or her team.

At Dependable Cleaners, we view this process as an essential element of our training and quality assurance strategies. Because the visits are conducted anonymously, our teams never know which customer might be the service evaluator. The evaluation reports document both the drop off and pick up visits and assessed satisfaction with our cleaning on that particular visit. The completed reports provide us with "snapshots," or reality checks.

While there are times when the reports highlight opportunities to improve our service or quality, we do not look for the Mystery Shopping process to "police" these things. In fact, we look for the customer/evaluators to help us "catch" our employees doing the right things. We reward our staff for jobs well done as captured by the Service Evaluation reports.

Please click here to become a Dependable Cleaners Mystery Shopper.