Customer Service

Mystery shoppers empower clients with key information to ensure consistent brand representation

Customer Service Mystery Shops

Franklin National Mystery Shoppers provide clients with essential insights through an in depth evaluation of their brand service experience. Mystery Shoppers measure the execution of brand and customer experience standards across all locations, identifying service and integrity gaps

According to a Helpscout study, 80% of companies say they deliver “superior” customer service. However, only 8% of customers agree with that assessment

What gets measured gets improved. Every part of your business has a handful of metrics that can actually make a difference to your bottom line. Customer service is no different.

In saturated markets, customer experience sets you apart from the competition. Franklin National provides key information by skilled Mystery Shoppers to ensure your employees are delivering consistent exceptional service across brand locations Canada-wide.

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  • FNRS has aided me in developing an in-depth analysis that is conducted by their shoppers and provides me with essential intel at my many branch locations. The team at FNRS is always readily available when I reach out to them and the quick turnaround times are essential to my business growth. FNRS Continually provides me with the information I need to protect my bottom line.
    St Louis Bar & Grill

  • The utilization of Franklin National is a key component of our daily process. Franklin National produces immediate turn times and offers the best support and service in the industry. Our company would not be where it is today without the services of Franklin National.

    National Merchant Loan Client

  • We are grateful for the hard work and exemplary service provided by Judy and her Team.  They are knowledgeable, responsive and thorough, and continually give our organization great support"

    National Hospitality Client

  • The work performed by Franklin National Retail Solutions has provided great insight into our customers’ needs. This insight has helped ensure a positive customer experience while keeping costs in check. Their flexibility and ability to respond quickly has contributed to an increase in customer satisfaction.

    Serta Simmons Bedding

  • FNRS provides essential information that allows us to make informed decisions in our business. The team is always professional, readily available to our staff, and flexible as to our company’s unique requirements. Their reporting is very thorough and helps us to improve our customer experience and associate training.

    Northern Reflections Ltd

Customer Service Solutions

Mystery Shoppers sent on your behalf are equipped with the questionnaire exclusive to your company.  Each mystery shopper gathers information to equip clients with an in depth evaluation of their brand service experience:

  • Brand Compliance
  • Add on Sales
  • Greeting and acknowledging
  • Wait times
  • Associate Knowledge
  • Associate attentiveness
  • Service quality
  • Site cleanliness
  • Pricing protocol
  • Cash procedures

Our Mystery Shoppers routinely report on associate knowledge, appearance and demeanor, site cleanliness, payment processing details, as well as general overall observations about employees and locations. Our mystery shoppers act as an extension of your company that provides you with accurate timely information about the customer experience offered by your front line workers to ensure quality and consistent service is being delivered.

Clients routinely have many front line employees who are entrusted to represent your brand by providing exceptional service to all customers, as well as following cash procedures accurately and with integrity.

Franklin National Mystery Shoppers offers firsthand information to ensure that all of your front line employees consistently offer superior service to all patrons, adhere to service and operational standards and record sales accurately.

Experience the areas of concern of your Customers through skilled Mystery Shoppers.  Including brand representation, associate knowledge and attentiveness, site cleanliness, proper pricing observed, and cash procedures accurately followed and properly reported, all in a concise manageable report allowing you to take the actions needed.

Franklin National equips you with concise data, to ensure that locations comply with your standards. Our trained Mystery Shoppers and auditors verify brand representation, appropriate wait times, server knowledge and attentiveness, food quality, site cleanliness, proper pricing observed, and cash procedures accurately followed and properly reported.