Have you ever considered what it is would be like to be served by one of your waiters? Or do you wonder how the ticket collector treats your commuters? Do you want to know how your sales people treat that shabbily dressed customer in the car showroom?

Customer Service is a critical issue to every company and Zoo work hard with their Clients to deliver the highest standards to customers at all times through the ongoing education and appreciation of factors affecting staff performance.

Mystery Shopping, Mystery Dining and Mystery Calling, takes many forms but the main types of activity are site/venue visits, telephone, post and the Internet. Zoo have a substantial number of staff on their database who are based throughout the UK who have years of experience and have been trained to carry out covert or overt Mystery Shopping with the option of reveal or non-reveal conclusions.

Zoo has developed a bespoke software programme to manage Mystery Shopping activity. The system allows comparison of staff or site performance, regionally or nationally over a specified period of time. The system can be used as part of an incentive programme for staff and the mystery shopping team would assess customer service levels, sales techniques, product knowledge, employer integrity and adherence to policy and procedure in order to award bonuses or points in line with their performance. It can also be used to audit the implementation of new systems or monitoring the adherence to ongoing systems.

The programme also allows a cascade system of access via the web allowing store managers to access the results of the mystery visit, regional managers access to their territory results and allowing the Sales and/or Marketing Director access to the entire estate's performance results.

Zoo offer the complete Mystery Shopping package with experienced teams based at Head Office and in the field, expansive and flexible reporting software, total control of published results, convenient implementation of reward/bonus schemes and performance indicators measured by outlet, staff or performance, locally, regionally or nationally.

Digital photographs or video Mystery Shopping can also be implemented if required.