Secret Shopper Archives

Customer Feedback

2 October 2025

October 1, 2025

Thank you so much, Lori, again. I can speak for both Omar and I when I say that it was an absolute pleasure to work with you and we are both glad to have had you on our team for the duration of this program. Your team got up to speed so quickly and your adjustments and expertise kept this program moving forward. The City now has an excellent look at the Call Center’s strengths and weaknesses – a much, much better look than we had before the program. This is due in no small part to the work you and your team did. Thank you for working with us.

David

City of San JoséEnvironmental

Skills Base Program Improves Your Team and Customer Care

20 May 2025

Tooty Inc. has a solution to reduce costly mistakes, improve customer care, and establish higher service standards.

Lori Miller, President of Tooty Inc., stated, “Customers want to be served by representatives who are more than friendly personalities. They want to be helped by someone who knows how to assess their needs, provide accurate information and appropriate solutions in a timely manner. That level of service does not come about through a motivational customer service training program. It requires accurate assessment of customer service representatives’ skills

The Secret for Getting Usable Customer Information: Implement a Secret Shopper/Call Monitoring Program

24 April 2025

Many people consider polling or customer surveys to be corrupted or useless. There are 3 good reasons for this. First, we understand that questions and answers can be manipulated to get the responses the organization wants to see in order to push out data in a marketing campaign. Second, those who participate in a survey have biases: for or against something. In customer satisfaction surveys, for example, some admit they would never give anyone a perfect score: even if the representative’s performance was flawless. Third, others do an evaluation based on

Customer Feedback

Skills Base Program Improves Your Team and Customer Care

The Secret for Getting Usable Customer Information: Implement a Secret Shopper/Call Monitoring Program

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