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Do you ever wish there was a clear roadmap explaining the best way to make a lasting impression on customers and to increase repeat business at your restaurant? Cutting Concepts Corporation proprietary restaurant mystery shops will help identify exactly which behaviors and metrics are consistently linked to exceeding guests' expectations.
Cutting Concepts Understands the Restaurant Industry
CCC’s expertise in the restaurant industry is unmatched; we have well over 20 years of experience helping some of the world’s finest restaurants improve and perfect the customer experience. In fact, our company’s very first mystery shops were conducted for restaurant clients in 2000. We have even shopped internationally in countries such as United Kingdom, Poland and more. We expertly service all types of restaurants—from fast food to casual dining to five-star gourmet—and all of our clients love the positive impact that our mystery shops have on employee engagement, service, and customer satisfaction. CCC’s mystery shops offer unparalleled value because we utilize a proprietary behaviors-based survey format which allows our clients to see exactly what went right and what went wrong at the moment of truth when guests come into contact with restaurant employees.
Our surveys are tailored to address each client’s unique standards. They also transcend the typical scale format. CCC’s customized methodology provides a comprehensive report with extensive story-like narrative that details every aspect of the shopper’s visit, from the interaction with the host upon arrival to the food quality to the check delivery (and every interaction in between).
The CCC Advantage - Restaurant Mystery Shopping
As one of the nation’s mystery shopping companies, CCC made significant contributions to legitimizing mystery shopping as a powerful research 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:
- Vast geographical coverage. We have mystery shoppers near the restaurants you want shopped. CCC conducts hundreds of shops each month with shoppers in cities and towns in the United States and Europe.
- Top quality with 100% completion rate. Many mystery shopping companies claim a completion rate of 100%, but at CCC, we never break our promises. Our promised completion rate is 100% — no exceptions, no excuses. On top of that, the quality and accuracy of our shop results are the best in the industry.
- Superior survey format. The structure of CCC's mystery shops is based on our proprietary survey format, a dramatic departure from traditional methods of collecting mystery shopping research data. Instead of asking a series of generic and potentially subjective questions, a CCC behaviors-based shop enables our restaurant clients to pinpoint the very attributes and behaviors proven to drive customer delight, effective selling techniques and other critical performance attributes. We also include a service that will help you find and recruit potential management and hourly staff.
- Extensive shopper training. Before our restaurant mystery shoppers visit your locations or call your employees posing as customers, they will be trained, tested and certified on your specific program. Our shoppers 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.
- Direct one-on-one management of shoppers. Many mystery shopping companies subcontract the shop scheduling process and even the quality editing process out to businesses that offer mystery shop support services. CCC never uses sub-contractors. Our dedicated staff of in-house schedulers and editors speak one-on-one with our shoppers every day; this ensures that the shoppers fully understand specific requirements and receive continual coaching and recognition to better produce actionable feedback for you.
- Highly engaged, top-performing shoppers. We understand that our shoppers are also our clients and our most important commodity. Our mystery shoppers feel like they are a part of our company. Through consistent direct contact, we instill in them a high level of personal accountability and pride that their feedback is important.
Examples of restaurant-related questions we can answer:
- Are your employees building rapport and emotional connections with guests?
- What could you do to ensure fewer customers leave with a neutral or negative brand image?
- What is your competition offering that your customers wish you offered and vice-versa?
- Are your employees correctly informing customers about your products, promotions, and/or policies?
- Are customers of every age, ethnicity, and gender receiving the same exceptional level of customer service?
- How engaged are your employees, and how can you optimally improve their engagement?
- Are promotional signs, displays, and other types of marketing materials present and correctly positioned within your restaurants?
- Which locations within your organization are consistent shining examples of offering customer delight, and what are their best practices?
- Is your management or ownership effective?
- Can you find a management or operator candidate to improve your weak areas?
- And many, many more…
A Cutting Concepts Corporation Restaurant Mystery Shopping Program Enables our clients to:
- Understand exactly what customer delight-driving behaviors look and sound like
- Align company-wide focus on improving the customers’ experiences, resulting in higher return rates
- Track and trend behaviors that correlate with guest delight to generate actionable data proven to increase customer satisfaction
- Customize programs to evaluate a variety of different customer touch points, staffed positions, and times of day/week, etc.
- Gain valuable, detailed insight into the customer experience through extensive story-like narrative from our highly trained and certified shoppers
- Discover if customers are receiving consistently superior customer service at every location and/or customer touch points.
- Identify gaps in training needs
- And much, much more…
No matter what your mystery shopping objectives, we will partner with you to develop a program that will provide actionable results using state-of-the-art technologies and proven shop methodologies.
The CCC Advantage - Restaurant Mystery Shopping at Competitive Rates
Check our consulting page for our very competitive rates and make no mistake that you will not find a more agreeable price to measure your business results! Additionally, for all new clients we organize a “Face to Face” meeting that is completely free to better address your needs. Please call us at:
United States (262) 408 1207
Europe +48 798 162 931
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