How Can We Help Your Business Succeed

We provide custom mystery shopping services, compliance audits, competitive benchmarking, price point analysis, loss prevention, and customer surveys tailored for clients of all sizes throughout every industry. With our cutting-edge mystery shopping and customer experience solutions we forge long-term relationships with our clients, helping them to increase brand loyalty, profitability, and shareholder return. We would love to hear more about your company and how we can help maximize your customer experience.

Mystery Shopping

The core of our service offerings is mystery shopping, which provides a custom, top-down overview of every aspect of your customer experience. We use our decades of industry experience to work with our clients to carefully integrate specific corporate training, coupled with general industry-wide standards, to develop a unique monitoring tool that will allow you to examine each customer touchpoint. Regardless of your industry or where you are located, our highly trained team of over 300,000 diverse mystery shoppers throughout North America helps us provide all of our clients with a long-term unbiased snapshot of how your company is performing. With cutting-edge analysis tools and unrivaled report turnaround times, Imyst provides you with the actionable data your business demands to consistently examine, maintain, and improve your customer service in real time.

Incentive Programs

It is one thing to analyze your customer service data, but it is another thing to implement it successfully. While our mystery shopping solutions provide an excellent tool for monitoring your customer experience, they are not complete without the proper means to consistently drive improvements. We utilize the results of our services to emphasize areas of attention for employee training, but even more importantly, to reward employees for the things that they are doing correctly. To ensure that your employees are accountable, engaged, and fully committed to customer service excellence, while increasing their morale, it is essential to provide the ideal means of encouragement. Whatever your budget, we can create the perfect employee incentive program to maximize the effectiveness of your customer service solutions.

Competitive Benchmarking

While it is essential to analyze how your business is performing, it is equally imperative to understand your performance within the context of your most successful competitors. Our database of mystery shoppers can be used to examine your competition within the constructs of your established framework to understand benchmarking metrics for areas of improvement. We tailor our solutions to help you recognize the things other profitable businesses in your industry are doing and not doing, to ensure that you are not existing in an operational vacuum. Ultimately, our competitive benchmarking programs provide you with the means to measure your current competitive position, evaluate performance, and develop forward-focused strategies to make your business excel.

Loss Prevention Programs

No other method of loss prevention can replace simple, effective feedback from anonymous mystery shoppers to give you an unparalleled overview of your employee integrity and preventative strategies to isolate potential causes of inventory shrinkage. You can't be everywhere all of the time, which is why it is increasingly important to use our experienced mystery shoppers to ensure that your business is running smoothly, efficiently, and without theft when not under your watchful eye. We use our decades of industry experience to create custom solutions for your organization, allowing our experienced mystery shoppers to carefully monitor your key transactions and customer touchpoints on an ongoing basis.

We work with companies throughout a variety of industries to ensure that your employees are adhering to corporate standards, and maintaining a legal, ethical, and compliant workplace. Programs utilizing our mystery shopping team can regularly monitor any and all areas of potential loss:

• Accurate liquor pours and food portion control
• Transactions handled correctly and properly placed in the register
• All customer ordered items are properly itemized and invoiced
• Identifying any potential employee theft
• Verifying correct change and receipts are delivered to customers
• Confirming employee time clock and staffing accuracy
• Hidden video monitoring

Apartment Mystery Shopping

Apartment mystery shopping programs are an invaluable tool to proactively ensure your leasing agents are adhering to company standards and doing everything correctly to market your communities. From the telephone appointment process, to the apartment walk-through, to closing and follow-up, our apartment mystery shopping solutions allow you to capture exactly what your leasing agents are doing correctly and in what areas they need improvement. Whether your concern is with closing rates, discriminatory practices, lack of amenity descriptions, or failure to follow-up with prospective tenants, we can help your organization provide the highest level of customer service possible to ensure maximum occupancy.

Automotive Dealership Mystery Shopping

Imyst provides automotive and dealership mystery shopping services to clients ranging from global manufacturers to small dealership groups. We target dealership sales processes, allowing for a top-down analysis of employee performance including greeting, interview, vehicle demonstration, test drive, closing, manager interaction, and follow-up with the customer. Service evaluations are also conducted to ensure that repair quotes, timing, quality, and performance are optimized. Further, each dealership mystery shopping program is completely customized to the client's needs so that training and employee reward programs can be incorporated seamlessly. Using only experienced and knowledgeable automotive mystery shoppers, industry leading report editing and verification, and customized reporting and analysis, our clients are guaranteed the invaluable information needed to meet their demanding customer service goals and maximize sales.

Banking & Financial Mystery Shopping

We provide industry leading bank and financial mystery shopping programs wherever your branches are located throughout North America. Today's competitive market demands that financial institutions provide not only exceptional products, but exceptional service as well. Imyst works closely with its clients to customize each bank mystery shopping program to ensure that their employees are exceeding expectations at every point of customer contact. Whether your focus is on personal banking, which includes opening new accounts, drive-through and teller services, or investment options such as CD's, IRA's, 401K rollovers, and other retirement products, Imyst has decades of industry experience to help your organization meet and exceed your customer service goals.

Casino & Gaming Floor Mystery Shopping

Our casino mystery shopping programs are an essential tool in ensuring that your operation is running as smoothly and efficiently as possible. We are able to evaluate your customer service at every potential touchpoint, including hotel and valet staff, slot and table attendants, dealers, table supervisors, cage attendants, bar staff, cocktail servers, restaurant employees, rewards program and retail staff, janitorial and maintenance staff, and much more. With so many potential customer touchpoints it is crucial that you constantly assess your staff and provide corrective training and rewards programs to maintain an exceptional customer experience. Our mystery shopping and market research programs arm you with the actionable data you need to have the edge over your competition.

Healthcare & Medical Mystery Shopping

Imyst provides healthcare mystery shopping programs to clients throughout the country that strive to provide their patients with the highest level of comfort and care. We work with businesses in all sectors of the healthcare industry including hospitals, outpatient clinics, assisted living, managed care, doctor and dental offices, and health insurance providers. Our customized programs allow clients to monitor and improve patient satisfaction, wait times, and overall experience. Using experienced and demographically targeted mystery shoppers our healthcare mystery shopping programs deliver quick and accurate information that your business can use to enhance training programs, ensure regulatory compliance, provide employee rewards and benchmarking, and ultimately maximize the patient experience and improve patient loyalty at your locations.

Hotels & Hospitality Mystery Shopping

Our hotel mystery shopping programs provide clients with the ability to effectively monitor all areas of customer interaction. From the reservation process, to valet, check-in, bell services, room condition, spa and fitness amenities, room service, and checkout, our trained mystery shoppers provide a detailed overview of their entire experience. Digital images of all areas of the room, images of room service orders and itemized bill, and audio recordings of the reservation process, coupled with detailed custom evaluations allow you to truly understand what your staff is doing right and what areas are in need of attention. Whether you are looking to adhere to AAA Diamond Ratings or corporate standards Imyst delivers proven results.

In-Home Services Mystery Shopping

If your company offers in-home services, it is essential that you are providing your customers with a safe and pleasant experience. We utilize mystery shoppers to assess your associates from scheduling an appointment, as well as from the minute they arrive at the house until the minute they leave. Arrival time and punctuality are evaluated, as well as whether the associate has a professional and friendly appearance and attitude, their overall sales presentation, and ultimately their ability to close the potential sale. Whether you offer home improvement, carpeting, remodeling, installation, landscaping, dog fencing, or any other service that requires an in-home presentation it is paramount that you are able to evaluate your associates, or your competitors, to ensure that you are providing your customers with the highest level of customer service possible.

Movie Theater Mystery Shopping

Our movie theater mystery shopping programs offer clients the essential feedback necessary to ensure that their customers are receiving an experience that will keep them coming back. We create custom programs and questionnaires that are tailored to your unique needs to target all areas of customer interaction. Our experienced mystery shoppers provide feedback on the exterior and interior condition of your theaters, box office interaction, ID checks, concessions and up-selling, ticket taking, patron counts, film quality, trailers and advertisements, and manager presence. The information is quickly provided to you online through your unique and secure Imyst account so that you can immediately address problem areas or reward employees for doing well. Ultimately, our custom theatre mystery shopping programs will allow you to provide your customers with the highest level of customer service possible.

Restaurant & Bar Mystery Shopping

Our team has decades of experience providing restaurant mystery shopping programs to clients throughout North America, including delivery service, fast food, fast-casual restaurants, and fine dining establishments. With hundreds of thousands of experienced and active mystery shoppers at our disposal there is virtually no location that we cannot reach. Our custom restaurant mystery shopping programs are created with each client's unique needs in mind, providing objective analysis and detailed commentary, to ensure that all areas of the customer experience are accurately inspected and you are provided with the tools necessary to maximize customer satisfaction. Targeting the reservation process, host interaction, seating, ordering process, food quality and timing, suggestive selling, bar service and compliance, bill payment, takeout and drive through service, and loss prevention, our mystery shopping programs deliver proven results. Let us use our experience to help your restaurants provide the consistently superior service you need to maximize customer loyalty and ultimately profits.

Retail Mystery Shopping

To survive in this competitive environment customer service and loyalty are more important than ever. Whatever your stores sell, our retail mystery shopping programs are customized to ensure that your sales force is adhering to corporate standards and training programs, as well as providing each and every customer with the highest level of service possible at every touchpoint. We use our extensive industry experience to provide a comprehensive program that carefully inspects every point of customer contact and delivers actionable and timely data. Results are available online through your own secure account shortly after each visit so that your organization can immediately address problem areas or reward employees for doing things right. Loss prevention retail mystery shopping programs are also an essential tool for monitoring employee or customer theft and reducing shrinkage. No matter what your needs, our programs allow you the ability to maximize the customer experience and ultimately your bottom line.

Telephone & Online Mystery Shopping

Whether your employees are setting appointments, making sales calls, answering questions, or handling returns and complaints our telephone and online mystery shopping programs offer you the essential feedback you need to ensure your employees are handling each and every phone call or Internet lead appropriately. With hundreds of thousands of mystery shoppers throughout North America, we have the ability to use only local mystery shoppers to conduct evaluations to guarantee a recognizable area code, dialect, and regional familiarity.

We also offer audio recorded telephone evaluations as needed to compliment your customized report, which serves as an invaluable training tool for your employees. Also, reports are made available to the client within 48 hours of being conducted, so that you can instantly address problem areas or reward employees for doing things the right way. Ultimately, our telephone and online mystery shopping services guarantee that your employees are treating each and every customer exactly the way that you expect and demand.

Audio & Video Recorded Mystery Shopping

Audio and video recorded mystery shopping programs are an invaluable tool to proactively ensure your employees are adhering to company training and standards. Along with standard mystery shopping reports, we also provide shoppers with hidden audio and video recording capabilities, which are an excellent complement to your traditional mystery shopping program. With the ability to listen and view exactly what your employees are saying and doing, you can take your employee training to a whole new level.