Service Evaluation

Evaluating service delivered by your business - to your customers.
If you can measure it you can manage it.

What our clients say
Our Service Evaluation program is an important part of our broader initiative of positive reinforcement of service as a behaviour, and is a key performance indicator underpinning our staff incentive program. We see it as a link between company culture, service delivery systems, and the competencies of our people. With over 120 sites, we need a provider that knows us and has the capacity to meet our growing needs – Pro Active Strategies delivers every time.
- Hugh Farrelly, National General Manager Priceline.

Our approach

Of course, for years we’ve known it as ‘mystery or secret shopping’.

Our approach is to take the mystery out, by focusing on ‘proactively testing the customer’s service experience and measuring the actual experience against the ideal that the business wants to deliver’.

What ever your product or service and where ever you trade, we can develop and implement an effective program to provide you with tangible and actionable results.

Through our extensive network of employed evaluation operatives - we have the people to match your customer profile.

What do we evaluate?

We specialise in flexibility when designing your evaluation format, and can modify the program according to the changing needs of your business.

Key evaluation areas include:

• Service behaviours and attitude
• Sales skills and product knowledge
• Identification/clarification of training needs
• Evaluation of effectiveness of training
• Compliance with company systems, guidelines and quality requirements
• Physical factors - display, merchandising, housekeeping
• Telephone response
• Mode of sale procedures

Results reporting

Our unique reporting options ensure you receive comprehensive results quickly and in the format that suits you best.

Results both quantitative and qualitative are presented in a positive and transparent manner to ensure they can be used as a tool to reward service excellence and to identify service gaps.

Steps to developing a service evaluation program

1. What does the business want to measure? Priorities etc.
2. Development of the evaluation tool - quantitive & qualitative
3. Selection & training of operatives to match customer profile
4. Conduct service evaluation & use the results

What our clients say

We have been heavily committed to performing Service Evaluation for almost 8 years and the program is a major component in our Customer Service assessment. Pro Active Strategies have met and exceeded our expectations, with the end result being a tool for our stores that is professional, consistent, flexible, and delivered on time.
- Steven Hogan, Human Resource Manager, Portmans.

Pro Active Strategies quickly and efficiently established what our needs were and have a good grasp of what our business is about. Service Evaluation allows us to get a snap shot of the relationship between service and sales turnover. Customer Service is clearly at the forefront of the culture of their business.
- Serge Virlombrier, National Sales Manager, Country Road.

The Service Evaluation format is specific to our needs and the reporting structure second to none. Their flexibility and adaptability to our ever-changing retail climate makes our endeavour to provide excellence in Guest Service an easier goal to achieve.
- Amanda O’Rielly National Sales Manager, The Disney Store.