Much more than mystery shopping, Service Scouting is a powerful tool, and we pride ourselves on continually leading and changing the landscape of our industry. We understand operations, technology, and research, and we know what it takes to manage a phenomenally successful program that you will trust. We understand credibility and integrity. It's bittersweet but we so often hear from our Clients that their employees often come to their supervisors/managers with,  "When can I get Scouted!"  

experience and report

Our Scouting Services provide a client's eye view of how your company manages Customer Care. Their reporting on their experience provides you with tangible information from which to reassess your training and services. Our Service Scouting program enables our clients to:

• Understand exactly what customer delight-driver behaviors look and sound like.
• Align company-wide focus on improving the customers’ experiences, resulting in retention and higher sales through an increased number of customer visits.
• Discover if customers are receiving consistently superior customer care at every location.
• Identify opportunities and gaps in training needs
• Improve suggestive selling and provide customers the information they want, resulting in per caps and sales per customer improvements.
• Ensure compliance with legal requirements to maintain a positive brand image and avoid legal issues such as alcohol age compliance etc.
• Scouting competitors and benchmarking your results with others in your industry.

Our unique service offers:

• Vast Geographical Coverage. We have Scouts in the locations you want shopped. Service Scouts operates in all 50 States with over 10, 000 certified Scouts and Regional Quality Assurance Scouting Coordinators residing in your Marketplace responsible for you account.

• Customized Survey. The structure of a Service Scouts Shop is based on our proprietary software that is customized to meet your needs. We help you design an objective survey that measures the specific standards of what you train your staff to do. It's also flexible enough to include impressions of sub contractors and/or outside agencies that are directly related to the customer experience of your facility and brand. A Service Scouts Shop enables you to pinpoint the attributes and behaviors proven to drive customer retention. We also have an effective human resource accountability piece attached to each Shop which helps with in rewarding, coaching and/or counsel performance found in each Shop.

• Quality Assurance Coordinators in your Marketplace. We employ a Quality Assurance Coordinator residing in your Marketplace that you can meet with. They are responsible to recruit, train, and certify each Scout as well as edit and distribute the Shops and Management Summary Reports to you.

• Extensive Service Scouts Training. Before our Scouts visit your locations or call on your employees posing as customers, they will be trained, tested and certified on your specific program. Our Scouts will know exactly what to look and listen for, and we will ensure that all of your employees/locations are evaluated objectively, consistently, and accurately.

• Scout Demographics. We can assign Scouts to that meet the demographics of your typical customer.

• Engaged, Conscientious Scouts. Our Scouts are rated on each Shop by our Quality Assurance Coordinators and held accountable for performance. Our Scouts receive continual coaching and recognition to produce actionable feedback for you. We understand that our Scouts are also our clients and our most important asset. Through consistent direct contact with our Quality Assurance Coordinators, we instill in them a high level of personal accountability and pride.

• Service Alerts! Immediate feedback even before the Shop is finalized communicated via email and/or phone to alert you of critical information found while Scouting such as an alcohol age compliance issue, safety, theft, employee misbehavior, injury, security concerns, etc. Shops are completed and available usually within 24 hours or sooner.

• Online on Demand Data. All Shops are emailed to only authorized management by department. Shops are always available on online 24/7 with your own customized webpage in our software. You have so many tools and may create your own summary reports, graphs, comparisons in many different formats including ad-hoc.

• Licensed in Nevada. Service Scouts is one of only a handful of companies who is licensed to perform mystery shops in the state of Nevada where a Private Investigator's license is required in order to conduct shop. Currently, there are a large number of companies operating in violation of the Nevada state laws. Not only does this put these companies at risk for significant fines and sanctions, but also puts their clients’ companies at risk for these same penalties.