Interaction Metrics offers secret shops in a wide variety of settings and when useful, we can even document the customer experience end-to-end. For example, some customer interactions start with a phone call to check on inventory or ask a general question. Then, the customer may arrive at your store or office and interact with two or three associates before finally buying or leaving. Our secret shops capture this entire process from start to finish.

How We Keep our Secret Shops Ahead of the Curve:

• We design personas to test a range of customer objectives.
• We provide the most detailed specs, instructions and examples.
• So you have all the details, we record our secret shops (when it's permitted by state law).
• Our QCI™ model measures all four dimensions of the customer experience.
• We provide actionable next steps and robust analysis.

What You Can Expect From Our Secret Shops:

• Insight-rich customer service evaluation.
• The most cutting-edge approach to secret shops.
• Rigorous reports that clearly identify gaps and opportunities.
• An easy way to see how the customer experience varies between locations.