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.
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