Scouting

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!”

Mystery Shop with Service Scouts

“I have known Jim and used his services for over 10 years. I have found the service and information provided to be very valuable in raising the bar at sports venues. Our staff has been energized and challenged by the process.”

– Scott Jenkins, General Manager, Atlanta Falcons, Georgia Dome & Mercedes Benz Stadium

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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

Service Scouts Your Guide to World Class Customer Care Since 1996
Vast Geographical Coverage. We have Scouts in the locations you want shopped. Service Scouts empowers and utilizes over 25,000 certified Scouts and Regional Quality Assurance Scouting Coordinators residing in your Marketplace responsible for you account.

Mystery shops in Nevada are conducted by Nevada licensed mystery shopping companies.

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.
Service Scouts Your Guide to World Class Customer Care Since 1996
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.
Service Scouts Your Guide to World Class Customer Care Since 1996
Scout Demographics. We can assign Scouts to that meet the demographics of your typical customer.
Service Scouts Your Guide to World Class Customer Care Since 1996
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.
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 Scouts Your Guide to World Class Customer Care Since 1996
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.
Service Scouts Your Guide to World Class Customer Care Since 1996
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.

Kudos of the Month

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Sherry, Usher, Bradley Center

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“When we walked down, I was holding my son’s arm to help him. Sherry, another usher, asked me, “Can I help you?” She offered to carry things for me, go…

Denina, First Aid Attendant, SAP Center

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Our Service Scout noted an impressive interaction with Denina during the San Jose Sharks v. Montreal Canadiens game on February 29, 2016 Denina exceeded expectations in displaying genuine kindness! Here are the…

Michael, AAA Lot Attendant, Parking Lot N, Atlanta Falcons, Georgia Dome

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Kudos Alert! A guest noted that Michael was observant in noticing a non-compliant bag and advised of options either to leave the bag locked in the car or to check…

Epiphany, Dallas Cowboys Security Employee

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Client’s Performance of the month Epiphany, a Dallas Cowboys Security Employee On September 27, 2009, Epiphany, a Dallas Cowboys Security Employee, received a 100% Shop. “Epiphany approached me with sincere…

Scout of the Month

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Scout of the Month: Anthony Spada

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Anthony Spada has been a scout with Service Scouts since 2016 as has performed seventy (70) shops with us. He primarily completes game and event shops, but also participates in…

Scout of the Month: Lakeisha D.

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Lakeisha Dulin has been a scout with Service Scouts since 2015 and has performed fifty (50) shops with us. She is well versed in game and event evaluations as well…

Scout of the Month: Ronda A.

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Ronda Ajlouni has been with Service Scouts for over 4 years and has done over 175 reports during that time in the San Francisco Bay area. She has attended San…

Scout of the Month: Trudy O.

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Trudy O. is a Service Scout who has earned a 8.91 rating and has completed 14 shops since 2012. Trudy went above and beyond for Service Scouts in the month…

Scout of the Month: Dave Z.

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Dave Z., a Service Scout who has earned a 9.16 rating has completed fifty-one (51) shops for us since September 2014. Dave has a keen eye for noticing the details…