Scouting

Service Scouting is much more than mystery shopping. As a powerful resource, we provide you with the tools to lead you through the continually changing landscape of the guest experience 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.

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. And
• Scouting competitors and benchmarking your results with others in your industry.

Our unique scouting 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 Coordinators residing in your Marketplace responsible for you account.

In Nevada, mystery shops are conducted under our Private Investigator license.

Service Scouts Your Guide to World Class Customer Care Since 1996

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 experience report 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 report.

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 market 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.

Service Scouts Your Guide to World Class Customer Care Since 1996

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 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. Assessment reports are always available on online 24/7 with your own customized portal to our software. You have many additional tools at your disposal when using our software including the ability to create your own summary reports, graphs, and comparisons in several different formats including ad-hoc.

Service Scouts Your Guide to World Class Customer Care Since 1996

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

Kudos of the Month

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Anthony, Cashier, Sugar and Brew at The District Market

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Anthony smiled at me as I approached.  He said, “Hello, how are you today?”  I answered and asked him the same, which he responded in turn.  He asked what he…

Steven, Bartender, Milwaukee Bucks

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As I approached the bar, Steven greeted me, smiled, and asked how he could help me. I asked if he could make me a hot toddy. He mentioned that they…

Moses, Usher, Spurs Sports and Entertainment

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I walked into the arena and Moses asked if he could help me find my seat. I gave him my ticket and he pointed out that my section was over…

Ed, Tour Guide, Mercedes Benz Stadium

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Ed welcomed us promptly at 4:30 for the tour. He made sure everyone had used the restroom and then asked us to follow him up the escalator. We went all…

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…

Scout of the Month

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Scout of the Month: Michael S

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Michael S is one of our newest shoppers in his area.  He joined us in July of 2018 and has performed seven (7) game and event shops so far, earning…

Scout of the Month: Daniel J

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Daniel J began shopping with us this summer and has been a great new asset to our team.  He has completed nine (9) events, turned everything in on time, and…

Scout of the Month: Michelle S.

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Michelle began with Service Scouts just over a year ago and has completed 28 shops, including game, event, and phone shops. Her average rating is 9.71. Michelle consistently turns in…

Scout of the Month: Sue H.

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Sue Harmon has been a scout with Service Scouts since 2015, and has performed both baseball and basketball shops in her area.  She is willing to help us out when…

Scout of the Month: Anthony S.

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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…