Knowledge is power. From the corporate level to your individual retail locations, our mystery shopping and customer experience solutions will unleash your company’s potential for building customer delight and profits.

BestMark Understands the Retail Industry

While your company may initially bring customers through your door with advertising, promotions, or other forms of messaging, the success of your business inevitably falls squarely on the shoulders of your management and associates who directly interact with your customers every day.

According to a comprehensive national survey on customer service conducted by the National Retail Federation, 99 percent of shoppers said that customer service was at least somewhat important when deciding to make a purchase.

At the same time, only 16 percent of retail shoppers reported being "extremely satisfied" with their most recent customer service experience. It is especially critical in today’’s economically challenging environment to differentiate your company by offering superior customer experiences. That’’s why leading retail companies, (such as Best Buy, Target, Macy’’s, Ace Hardware) have partnered with BestMark.

At BestMark, we take a holistic approach to achieving retail customer experience value, delight and loyalty. In addition to mystery shopping, BestMark offers its retail clients an array of other customer surveying methodologies and feedback options designed to help them view their products, services and brand from a variety of perspectives.

The BestMark Advantage - Retail Mystery Shopping & Experience Management

With over two decades of experience, we are experts in measurement design and helping organizations understand exactly what actions they should take to improve their customers’ experiences. At BestMark, we understand operations, technology, and research, and we know what it takes to implement an exceedingly effective customer experience measurement program for retail organizations:

Examples of Retail Questions We Can Answer:

BestMark's retail mystery shopping programs enable our clients to:

Whether we manage your program for you or you just need advice and guidance on how to design, implement, and report on internal measurements, we can customize a customer experience measurement program for your specific needs, and we can help you understand which critical opportunities you need to address for your business.

Actionable Insight

Collecting and aligning data only provides value if that information is actually used to improve performance at each location, so it is critical that the data is useful at the operator level. With that in mind, BestMark created GuestLink ™, a proprietary web-based reporting system that allows clients to create, update and track data at all levels within the organization for performance feedback and coaching.

BestMark clients are also able to dynamically create ad hoc reports on the fly and update customized "Action Plans." When managers of customer-facing employees directly access shop, audit, or customer survey results via GuestLink ™, coaching and recognition (as well as solutions selling reinforcement) can occur at the front lines almost immediately.

GuestLink™ Customer Experience Intelligence Features

  • Interactive Dashboards
  • Performance Scorecards
  • Dynamic Query Drill-Down
  • Individual Customer Experience Reports
  • Strengths & Opportunities Reports
  • Key Performance Indicator (KPI) Tracking
  • High-Impact Standard Reports