About TSN | Trained Evaluators | Superstars

Patented Process

TSN uses training, evaluation and reporting techniques which are unique in the industry, and go far beyond traditional “mystery shopping”. In fact, there is a U.S. Patent Pending on the process developed by TSN. By putting this process to work for you, you will receive critical information about how your company is perceived by customers so that you can attract and retain the customers you need to be profitable.

Here are some of the features that make TSN's customer service evaluation process extraordinary:

TSN offers a wide variety of marketing surveys and customer service evaluations, so that we can provide the specific feedback you need to maintain high levels of customer satisfaction.

TSN will develop a customized evaluation form for your company, based on your company's service standards. The evaluation consists of a series of detailed, objective questions so that you get unbiased information you can use.

Our shoppers are given personal training. Many traditional mystery shopping companies' idea of “training” is mailing a photocopied sheet of instructions to a shopper they have never even spoken with over the telephone. At TSN, we believe that the best way to ensure that our shoppers meet our standards is to screen and train them to meet our high standards. Shopper candidates may also be required to complete one or more sample shops before receiving their first assignments from TSN. And the training doesn't end there. Each shopper receives a reference manual of instructions for completing their assignments, plus regular updates.

Every evaluation submitted by a shopper is reviewed by TSN staff for completeness and accuracy, and shoppers are given feedback on the quality of their reports. Our quality control reviews ensure that clients receive the best evaluations possible.

We visit each of your locations on varying days and at different times, and perform evaluations repetitively. This way, you can monitor progress and changes in customer service. We will also schedule evaluations on varying days and at different times to get a comprehensive picture of service patterns.

Potential customers may be gained or lost before ever entering your store, so knowing how your employees respond to telephone inquiries is critical. TSN can provide you with telephone service evaluations, as a part of your service package. In addition, TSN can conduct other custom evaluations, including customer surveys, specialized on-site evaluations, custom projects, and more.

Each question has a weighted point value, so you can see how each of your locations is performing. You can also use the scores to track each location's improvement, or to compare performance among locations.

Scoring results are grouped by operational area, allowing you to compare the scores of critical departments over time or against the performance of other locations.

TSN's graphical management reports provide you the information you need in a user-friendly format. You will receive charts and graphs which provide graphical representations of the weighted scoring data. In addition to the standard reports you receive as a part of your service package, we will be glad to provide you a quote for custom reports to meet special needs.

At TSN, we know how important it is to provide a complete picture of the shopping experience. In addition to the objective data revealed through the questions, our evaluations include extensive comments by the shoppers. Whether expanding on answers to the objective questions, or offering information not specifically requested on the form, these comments provide you with valuable insights and observations. You'll learn about both the good and the bad experiences our shoppers have in your stores, so you can quickly identify potential problems and opportunities.

Our evaluations involve several employee contacts per visit, where TSN shoppers will interact with your employees and report their experiences. Are your employees acknowledging customers and saying thank you? Do they have adequate product knowledge? Are they using suggestive selling techniques? You will learn how your customers perceive your employees.

TSN loves to find Superstars. TSN shoppers are encouraged to identify employees who go the extra mile to provide special service. When we find them, you receive a Superstar report, telling you all about your special employee, so you can recognize the employee and provide positive reinforcement. TSN can also assist you in developing an employee recognition program.

As a client of TSN, you'll receive the high quality, customized information you need to provide the service your customers expect. Contact Sondra Pulford today to find out how TSN can work with you to improve your bottom line.