snapshot (Mystery Shopping & Compliance Audits)

The true path to customer joy begins with immersion. At Second To None, we don’t simply ask your customers about their perceptions, observations, interactions, and experiences.

We truly become your customers.

Snapshot is our mystery shopping service, which has been core to our company since our founding in 1989. Whether in-store, online, on app, or beyond, we uncover the behavioral and operational drivers of the customer experience that are ultimately responsible for improving customer satisfaction, loyalty, advocacy and financial business outcomes.

Measure, understand and improve experience delivery.

We deploy a carefully profiled consumer field force to assess how well you’re executing on your key operational standards. You’ll understand what customers are experiencing each and every day. Everywhere you are.

We design and customize every aspect of your Mystery Shopping program around your organizational lens (how you view and interact with your customers) to ensure the resulting business intelligence is both relevant and actionable to your stakeholders, while being mindful of drawing the direct linkages back to how your customers experience your brand.

Omnichannel insights across every critical touchpoint.

Physical and Digital Customer Experiences

On-Site/In-Store Mystery Shops: Critical measures may include location appearance, signage, customer entry perceptions, associate greeting, customer needs assessment, employee knowledge and friendliness, speed of service,  customer/associate interaction scenarios, purchase/return, merchandising, product displays, point of purchase marketing and product pricing/availability.

Online Website Mystery Shops: General site navigation, product search scenarios, user experience, chat interactions, email inquiry, form submission, call center interactions, ability to find specific information, customer follow-up lead times, product ordering, checkout, order confirmations, delivery, parcel return or in-store returns.

Phone/Call Center Mystery Shops: General customer inquiries, product knowledge and support scenarios, membership/subscription interactions, associate friendliness/helpfulness and every critical form of phone-based experience delivery.

Digital Mystery Shops: Branded App interactions, Third-party App order/delivery, Buy Online/Pickup In-Store (BOPIS), Buy Online/Ship To Store (BOSS), Social Media Interactions, Customer Review Site Interactions.

We can design a custom program to help you obtain accurate information about customer preferences, measure existing employee performance based on a unique set of metrics, and capture real-time insights around what value customers are looking to receive from your brand.