Quality Audit

We offer our clients a range of bespoke services including:

Mystery Shopping


The principle behind Mystery Shopping is simple. A mystery shopper is someone who is paid to visit a business as a ‘typical’ customer. During his or her visit, they will experience and observe the customer experience in all its dimensions – the cleanliness of the premises, the attractiveness of layouts and merchandising, the speed of service, the friendliness of staff, and so on. Service Scan applies the concept in a variety of specialist areas, including:
  • Mystery Guest programmes for hotels, conference centres, time-share and other residential facilities
  • Mystery Diners/Drinkers who can assess the quality and efficiency of restaurants, pubs, bars and wine bar operations.
  • Mystery Travellers capable of assessing service performance on trains, boats, planes, coaches and car hire operations.
  • Mystery Shoppers who evaluate service standards in retail outlets ranging from petrol stations and individual shops to major chains.

Telephone Response Audits


Our trained assessors – posing as real customers – will assess the efficiency, knowledge and professionalism of staff responsible for dealing with customers on the telephone.

Sales Showrounds Assessments


How well do your employees conduct sales showrounds? Is their product knowledge up to scratch? Are there aspects of presentation and explanation they can improve? Our qualified assessors will give you the answers to these questions.

Contract Catering Compliance Audits


With the growing use of catering contractors at public venues – sports stadiums, visitor attractions, exhibition centres and museums, to name a few – the need to ensure contractual and legal compliance is vital. We can design bespoke Quality Audit checklists to assess food hygiene, Health & Safety and licensing compliance as well as customer service standards.

Customer Satisfaction Surveys


Questionnaires designed to explore how well customers feel their needs are being met. These can be mailed, handed out to customers, completed online or over the telephone, or dealt with on a face-to-face basis.

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Comment Card Analysis


Customer Comment Cards can be designed to generate subjective feedback based on customer perceptions of your performance. They can also be created to objectively address very specific operational procedures and standards.

Employee Testing & Training Evaluations


We can provide telephone or web-based testing of your employees’ expertise in everything from sales skills, product knowledge and security issues to customer service and Health & Safety. Employees can also be tested by us on their adherence to ‘best practice’ and/or legal requirements on current key issues. Other possibilities include carrying out assessment of the effectiveness of your in-company training initiatives by randomly checking for attendance, the implementation of policies and individual levels of understanding.

Employee Climate Surveys


Service Scan can design questionnaires to explore employee perceptions and attitudes relating to a variety of issues. What do your teams think about your company induction procedures? The training and support you offer? Your remuneration packages and management style? The quality of internal communication? These questionnaires have proved particularly effective in helping organisations gauge the thoughts of their employees both before and after major change programmes.

Employee Climate Surveys


Service Scan can design questionnaires to explore employee perceptions and attitudes relating to a variety of issues. What do your teams think about your company induction procedures? The training and support you offer? Your remuneration packages and management style? The quality of internal communication? These questionnaires have proved particularly effective in helping organisations gauge the thoughts of their employees both before and after major change programmes.

Reference Checking


Service Scan can check the references of new employees, helping the Human Resources function to achieve 'best practice' and adhere to company policy.

Exit Interviews


Our teams can support you in this much-neglected area by establishing the real reasons why employees leave your company. Interviews are conducted by telephone and – because individuals are more comfortable speaking with a third party – this process can generate practical insights into how you can improve your employee retention levels.

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