ICC/Decision Services

Can you handle the truth?

Mystery shopper programs deliver the frontline reality.

The brand strategy that you hammer out in the boardroom is sure to drive sales and profitability. But only if it’s executed properly at store level. A mystery shoppers program from ICC/Decision Services can take a snapshot of your brand in action – assessing your customers’ entire shopping experience through certified mystery guests. Our customized mystery shopper programs are fully integrated with other program components for a full 360° view of your brand.

Mystery shoppers reveal your customers’ true experiences.

• Our mystery shopper programs ensure brand consistency across stores, even at remote locations and during busy times of the year.
• Unlike other mystery shopping companies, our outcome-based mystery guest programs assess service and sales experiences and mine data for trends and improvements.
• The results can help improve training programs and reward staff through mystery guest evaluation of frontline performance.
• Ensure the successful launch of products and initiatives across all stores and regions.

Delivering insights to reward and improve.

ICC /Decision Services highly-trained mystery shoppers monitor key locations of your choice, gathering the kind of feedback that will help improve your customer shopping experiences. The results are analyzed using our proprietary software and are available for your review 24/7 through your own secure site. We provide the flexibility to review mystery shopper assessments by region, district and store level, to assess programs and challenges at the store or chain level, and even benchmark against the competition.

Let mystery shopping reveal the truth about your business.

Our mystery shopper programs have helped numerous clients in:

• Telecommunications
• Restaurants
• Banking & Finance
• Brand and Agency
• Compliance: Alcohol & Tobacco
• Drug Stores / Pharmacies
• Fitness
• Gasoline & Convenience Stores
• Government
• Healthcare
• Grocery
• Hospitality
• Retail
• Luxury Goods
• Professional Services
• Automotive