Mystery Shopping
Great service is only a great service when it has been ordered, bought and consumed. Loyalty of customers is built from great service. Our mystery shopping programs are designed with an object to measure crucial aspects of guest experience that ultimately affects the guest satisfaction, loyalty and royalty.
Whether you are a large resort, a small concept property, an independent concept, franchise or somewhere in between them; we can surely help you ensure accountability, set relevant benchmarks, telesales training and provide pro-active action plans for building result oriented teams.
Our uniqueness lies in providing system-wise brand compliance check and software support for upgrading internal inspection programs. We have fully customized programs for measurement, dedicated consulting committed to your business, professionals who would demographically match as mystery shopper’s & compatibility with current CRM program.
Business Standards Evaluations
To ensure consistency across all locations of your business or franchise we evaluate your business standards.
Whether it’s a Company-owned or franchised business, there are standards set in terms of operations, health and safety and brand compliance. The Franchise Agreement includes standards to be maintained to protect brand equity, which includes consistency in food preparation, pricing, working hours, facility conditions, product selection, employee performance, stock conditions etc.
Business standards evaluations are logical because then an entire independent team is present to protect the brand, operations, and health and safety compliance through regular checks/inspections, performance evaluations, mystery shops, audits and any other appropriate test.
We have experience in both the retail and food industry, which has given us the expertise to evaluate the client’s business standards.
We report the overall results in written with evidence and also mark any serious non-compliance. This allows our client to take necessary action (if any) within the franchise business structure. Some Business Standards Evaluations consist of the following:
Satisfaction Surveys
Customer Satisfaction Surveys (CSS)
In today’s competitive industry it is very important to carefully measure the level of customer satisfaction. Neglecting it won’t help in improving the levels and also in determining the areas of improvement. We use various tools to collect data and also to further analyse it and show the level of satisfaction amongst your customers.
Employee Satisfaction Surveys (ESS)
It has been observed that more often companies tend to neglect on focussing towards employee satisfaction. It is very important to find out the satisfaction level amongst your employees, also how happy they are; what benefits they seek or what their major concerns are.
We collect the data for you and turn it into a report that is effective and easily understandable. Satisfaction Surveys can be completed through these vehicles:
Royalty assurance
IMAGINE… what would happen if you had the perfect infrastructure, beautiful set-up, good employees in smart uniforms…. But your sales figures were showing alarming signals… think what could have gone WRONG!!!!!
The primary objective of the royalty assurance program is to determine if the net sales are being reported accurately, royalty and advertising fees are remitted correctly, invoices are within appropriate cost percentages and if the franchise owners are in compliance with the policies and procedures set forth in the Franchise Agreement
A study shows that franchise organizations that do not have an effective royalty program in place to monitor and test franchise owner’s compliance with royalty reporting were losing as much as 20% of their loyalty and advertising income.
@ Oculis, we build customized Royalty Assurance Program as per Franchisor’s needs. These programs create an atmosphere of sales reporting integrity, employee honesty and compliance assurance.
The Royalty Assurance Program involves following components: