What We Do :::

Millions of dollars are spent annually on sales training and sales management. Yet it is very difficult to get an accurate picture of just how that training and management pays off. Companies tend to look at results as an indicator of training success. But this approach fails to take into account why the prospective client doesn't buy.We provide that missing piece of critical data on the customer's shopping experience to improve a company's understanding of why the purchase wasn't made. This information then may be leveraged to make changes to training efforts as well as other operational improvements in areas including customer service and sales. This data enables our clients to ultimately achieve significant business results.

The Shadow Agency-Newmakr has extensive Mystery Shopping expertise with organizations of all sizes. We utilize state-of-the-art equipment and highly skiled shoppers who are trained in our unique approach. Mystery Shopping is conducted across multiple customer touch points. Our Mystery Shopping services are:

  • Consultative, which ensures the work we do serves your organization's overall goals and objectives
  • Targeted, ensuring the program focuses on your areas of interest, and
  • Customized to the unique needs of each client.

Evaluation Methods :::

Video Mystery Shopping-Web Based Video and Reporting

The Shadow Agency is a pioneer of this innovative Mystery Shopping approach in 1994. Our trained shoppers are equipped with state-of-the-art hidden cameras that record the entire session on video and audio. This valuable information is leveraged in training solutions, management practices, loss prevention and a host of other applications.

Recorded Telephone Shopping-Web Based Audio and Reporting

We provide recorded evaluations conducted by phone to assess customer service and call handling processes.

Traditional On Site Written Evaluations

We conduct realistic shopper scenarios to collect objective assessments of the experience from the customer‘s perspective. We assess customer service, sales process, merchandising, and staff.