Customer experience and service evaluation programs for universities, campuses, and educational service organizations.
When budgets are tight, can a company still motivate employees and gather reliable customer experience insights? Yes — if the program is built with precision. A national automotive brand needed a way to evaluate whether dealership associates correctly promoted two special tire offers during inbound phone inquiries. At the same time, they wanted to reward…
Telephone Mystery Shopping Improves Compliance for an Online Education Services Provider The Challenge An online education services provider needed certainty about what associates were telling prospective students on calls—especially around financial aid, job outcomes, and credit transfers, where strict legal rules apply. Without telephone mystery shop compliance checks, the risks were regulatory exposure and reputational…
Improving Follow-Up and Sales Skills for Private School Associates The Challenge In the competitive private school market, admissions are often won or lost on how well staff handle inquiries. Leadership suspected that inconsistent follow-up—particularly after campus visits—was costing enrollments, but they lacked clear evidence. This private school admissions mystery shopping case study shows how structured…