FAQ’S

We are a team of professionals who provide our clients information to help increase sales and customer retention through a variety of customer service focused strategy. We are a subsidiary of Stevendev, a company based in Lubbock, TX founded in 1997.

We are new to the mystery shopping business, but we have been in business since 1997. We began to search for a solution to help companies provide better customer service for higher profitability and formed Repeat Customers LLC. The company analyzes the customer experience of an organization and makes suggestions for improving it.

Mystery shipping is a method used by companies and organizations to measure the quality of customer service, sales, job performance, or regulatory compliance. It is also used to gather specific information about a market or competitors, and used to monitor a competitor’s products and services. Mystery shoppers pose as normal customers and gather information about the quality of an organization’s products, service, and the customer service experience. Mystery shopping involves performing specific tasks such as asking questions, purchasing a product, filing complaints or conducting oneself in a specific way and then documenting results in detailed reports.

Surveying your customers can provide you with valuable feedback and can help to improve your business’s overall performance. Most of our clients use our surveys for two main objectives – customer loyalty and customer satisfaction. Surveying your customers allows them to voice their opinion of your company – if they’re happy or if they encounter problems. Would they recommend you to their friends? What they like about your business? What they don’t like? Surveys help find areas that need improvement. Also, surveys are an exceptional way to get feedback from your employees. We offer web based and telephone surveys and will help you create and set up a survey program. 

Just about every company that serves customers onsite, on the internet, and over the phone. Whether you want to monitor your competitors or your brand the customer experience is the key to your livelihood and should be a top priority. Are your customers being treated the way you want to be treated and in a way that represents your brand positively? YOU NEED TO KNOW!  We can help you fine tune their customer service.

Is your staff working effectively? Are they fully trained? Are they following company procedure? How are they interacting with the customers? You need to know. Get the feedback you need to assess and fine tune the customer experience. We have developed strategies that address all areas of how an organization will deliver consistent and exceptional customer service.

Are your employees selling and upselling? Do they fully know the products and/or services that the company is promoting? We are committed to assessing your employees product knowledge and draw observations that are useful for improving your business while fostering goodwill with your customers. 

Do your customers buy the same products from your competitors? If they do….why? What are your competitors selling and’/or doing that you could improve on? Everything is so competitive these days knowing the Four P’s – promotions, products, pricing, and positioning of your competitors is needed to stay ahead of the game.

It depends. In order to get a detailed analysis and consistency, a program needs to be regular and ongoing. It depends on what you have going on – special events, extended hours, new employees, etc. It also depends on what you want to evaluate. Frequency can range anywhere from twice a week to once a month. Once we know your objectives we can recommend the frequency of the shops.

Not as expensive as losing repeat customers because of poor customer service. Our prices are lower than most mystery shopping companies because we have lower overhead. We are small enough to give your business the personal touch. We don’t want you to be our client, we want to be another branch of your company.

Our standard forms and reports can usually be set up within a week. If you need a custom program, it requires additional time to design, usually 2-4 weeks.

We deliver completed shop reports electronically. Your reports can be automatically emailed to whomever you choose. Summary reports and graphs can also be viewed online.

We can schedule mystery shops to meet your needs. But we prefer to unexpectedly “show up” and evaluate your business in order to keep it real. Just give us a call and we’ll work something out.

Business that use our services are: Restaurants & Bars, Grocery, Liquor & Convenient Stores, Department & Specialty Stores, Rental Companies, Residential & Commercial Renting, Leasing and Sales, Health Care Providers, Florists & Gift Shops, Banks & Investment Groups, Gym & Fitness Centers, Hotels, Automotive Sales & Service, Parking Garages, Government Offices, Medical Offices, and Hair Salons.