"Mecklenburg County Government has engaged Customer Service Solutions for services ranging from mystery shopping to process improvement. The deliverables are always top quality and we have realized measurable successes in our corporate results. I consider Ed an extension of my team and would be hesitant to tackle a major customer oriented initiative without consulting CSS."

Brian Cox, eGovernment/Customer Service Manager
Mecklenburg County Government

As a mystery shopping company, CSS can paint a picture of a customers typical experience with your organization.

The CSS Consultative Mystery Shopping Program uses a combination of subjective tools and objective evaluation forms to assess the customer experience relating to staff attitudes, service delivery processes, and the facility layout and signage.

Many of our experienced shoppers have conducted literally hundreds of shops, providing insightful and detailed analyses.

Web Shops - Review your website for ease of navigation, system speed, usefulness and completeness of information provided.

Telephone Shops - Test your phone system ease of navigation, employee knowledge-base, and customer service skills.

Onsite Shops - Make inquiries to test internal processes, associated wait times, and employee knowledge and customer service skills.

E-mail Shops - Evaluate timeliness of e-mails responses (if staff respond at all), the personalized nature of the responses, and the quality of responses.

• A snapshot of the consistency level and effectiveness of service provided across multiple locations and among various staff.

• Detailed write-ups of service experiences (not just checklists and scores) we truly document, analyze, and evaluate.

• Increased client revenue.

• Increased customer retention and satisfaction.

• Identified current service levels.

• Determined opportunities for improving the ease and effectiveness of communications with and service to customers.

• Competitor Research for you through our mystery shopping services.