On-Site Mystery Shopper Program

An Unbiased Measurement of Service is Critical to the Success of any Business

Do you know what it is like to visit your veterinary hospital? In order to know how clients truly perceive your practice, you need to be able to look at your practice objectively, from your clients’ point of view. One way to do so is to use MarketWise Veterinary Management Consulting On-site Mystery Veterinary Shopper Program.

Marketwise Veterinary Management Consultants On-site Mystery Shopping Program provides an unbiased standardized means of monitoring and improving your clienteles’ experience.

The goal of the Mystery Shopper Program is to measure performance and provide valuable information to improve client satisfaction. By highlighting deficiencies and outlining areas that require attention, you and your health care team can correct these deficiencies to improve your service delivery, and ultimately your client and patient satisfaction.

At the end of the On-site Mystery Shopping Experience you will receive a customized comprehensive package detailing the results of measured criteria and performance ranking of your health care team members. We examine a client’s experience from the initial telephone conversation to the conclusion of the visit. All staff members who come in contact with the mystery shopper are graded on their customer service skills, knowledge and information, appearance and attitude as well as their communication skills. These reports allow you to track problem areas, benchmark improvement and share results with your health care team members.

MarketWise Veterinary Management Consulting will objectively “inspect” what you “expect”, and provide valuable feedback on how your health care team is really doing from your customer’s view point.