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Mystery shopping
At Tern, we believe that the most important aspect of our service is the quality of the information we provide.
There is no point in employing state of the art technology to manipulate and present information that is of no value in the first place. In fact, we believe that our team of shoppers and the quality of work they submit is our greatest asset.
To build the right team in the first place, our recruitment procedure is stringent and carefully managed. New shoppers are asked to complete extensive forms and conduct trial visits so that we are confident that they can follow a detailed brief and score a report fairly and accurately.
In addition to this, our unique editorial process also guarantees that the reports you receive will be objective, professional and error free. After the shopper has submitted their work (video or written), it is reviewed by a third party who ensures that scoring is accurate and scoring is consistent. The shopper is then provided with feedback on the quality of their work and a grading applied to their record. This allows us to continually maintain and improve the quality of work submitted.
When this 'back to basics' approach is married to cutting edge software, you have a winning combination. Our web-based reporting system allows fast distribution and extensive reporting and analysis options - all in a user friendly format.
Video reporting (mystery shopping)
The benefits of video mystery shopping are obvious but before most organisations start to really explore how it could work for them, they get caught up with questions such as 'Is is legal?' 'Is it ethical?' and 'What will the staff think?'
Written reporting (mystery shopping)
Written reporting is of value when the staff who read the reports can trust the findings. It is this simple fact that drives us away from the 'tick list' style reporting favoured by many of the volume operators.
Telephone reporting (mystery shopping)
Our telephone mystery shopping compliments our core business of walk-in visits and is generally used by our clients who are multi-channel retailers or service providers. We employ the same team of mystery shoppers who make calls from home and record these as MPG3 files. These files are then uploaded to our on-line reporting system so that you can read the report and hear the recorded call at the same time.