Backup Storage Facilities (BSF), a leading off-site data storage organisation, recently introduced a mystery visit programme.
"Mystery shopping is widely recognised as a valuable business strategy, used by a vast number of companies to measure and improve service levels," states acting GM for BSF, June Welthagen. "Innovative companies constantly look for ways to engage the client and increase performance. You need to analyse where you stand and work out how to improve, optimise resources and motivate your people to delight your customers."
BSF is aware that mystery visit programmes are an excellent way of keeping attention focused on what is important.
In a collaborative approach with its clients, the company established a list of measurable criteria rated on a weighted scale, and graded over a period of a month. Staff were informed of the criteria at the introduction of the programme, but are unaware of which clients are participating. The basis for assessment was established and this was used to create the framework for an `evaluation sheet` for each mystery call or visit to be made.
The intention is that all of BSF`s clients will participate and the programme will be rotated along all routes and delivery schedules in order to cover the total spectrum of clients.
As an incentive to participate, clients are not only rewarded with an improved service, but are entered into an annual prize draw.
Kevin Shannon, BSF`s Operations Manager, says: "At the core of BSF`s success is caring about the data under its command. The mystery visit campaign is merely another way of keeping standards at the levels demanded by exacting consumers, of which we have a great deal."
Customer Care Manager, Kelly Slabbert who is driving the programme internally, is very happy with the initial progress and states: "BSF`s customer care section ensures we are delivering what is required. Based on the results so far received from the mystery visits, this is overwhelmingly true. But better still, it proves that it is not only our managers that live and breathe our philosophy of secure data. The BSF person who walks through your door to collect your precious cargo is also committed to that view."
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