Winter Update

December 9, 2016

Winter Update

We hope everyone has a wonderful holiday season! This month we're welcoming The Broken Yolk Cafe, Orange CA to our growing list of restaurant onsite mystery shop evaluations. We are also pleased to welcome Hampton Homes and Oakdale Homes from Farmers Branch Texas who will be using our telephone and video real estate secret shopper program.

Welcome New Clients! July, 2016

July, 2016

Welcome New Clients!

Advanced Feedback is pleased to welcome three new real estate clients. Terra Holdings LLC New York, NY using our video real estate mystery shopping service. Rocky Gorge McLean, VA for onsite shops. Dart Properties Sterling Heights, MI for onsite and phone shops. We also have two new restaurant clients! 3lb. Restaurant - San Diego, CA will be having us shop their restaurants and bars at Brothers Provision, The Barrel Room and Urge Gastropub onsite. Downtown Dining in Monterey, CA will be utilizing our services for their Rio Grill at the Crossroads Carmel.

Morongo Casino Resort & Spa Extends Mystery Phone Shopping Service to PBX Department

Southern California casino expands telephone mystery shopping services to their PBX department in order to further enhance the customer experience for their front lines.

SAN DIEGO, CA, May 17, 2013 – Advanced Feedback, Inc. a San Diego based mystery shopping company that provides video, onsite and telephone skills evaluations nationally and in neighboring Canada and Mexico. Welcomed the addition of another Morongo Casino Resort & Spa department this year. The mystery shopping firm has been working with the Cabazon, CA casino since 2012.

Account Manager, Geoff Gladu of Advanced Feedback said, "We are very pleased with this new expansion and owe it all to Matt Huber their Revenue & Reservations Manager. We have been working closely with Matt throughout his career since 2006 mostly providing reservation and PBX department services.” He also commented “We look forward to providing Connie Aragon (PBX Manager) the same high quality of service and support both today and in the future."

The casinos Reservation and PBX departments rely on telephone mystery shops to monitor each operator’s customer service telephone skills. Mystery shoppers pose as potential customers and call inquiring about such things as rates, availability, special events, gaming, amenities, services, specials and much more. Telephone attendants are scored based on a number of criteria, such as rapport building, determining needs, building value, appointment / reservation offers, overcoming resistance, friendliness, helpfulness and professionalism.

Advanced Feedback provides next business day and even same day reporting to Morongo Casino Resort & Spa. These results include the agent's individual phone shop report and recorded call; all accessible via online streaming and smart phone apps. This immediate feedback allows for encouragement, corrective training and counsel to take place if needed.

To learn more about telephone mystery shopping visit  http://advancedfeedback.com/services-mystery-shopping-company.html

Advanced Feedback, Mystery Shopping in Mexico

Advanced Feedback is proud to extend their mystery shopping services to clients in Mexico.

(Archive - advancedfeedback.com - SAN DIEGO, CA, Feb 19, 2009) – While domestic businesses have long used mystery shopping to measure and improve sales and service efforts, a growing number of international businesses are starting to use U.S.-based mystery shopping companies to test their foreign sales and service.

In 2008 Advanced Feedback Inc. was contracted to provide telephone and onsite mystery shopping services at various resort and real estate developments throughout Mexico. International developers and property managers often use a combination of both in-house and out-sourced sales and service personnel presenting a challenge of both distance and diversity. Lacking employee measurement and customer feedback, our clients turned to Advanced Feedback for a standardized and in-depth secret shopper program, says Geoff Gladu, Account Manager for Advanced Feedback.

New Mystery Shopping Video Services

Advanced Feedback is pleased to announce the launch of it’s entirely redesigned website at AdvancedFeedback.com. The site has a completely new look and provides users with an overview of all customer experience management tools.

Along with a multitude of varying mystery shopping services, Advanced Feedback is happy to announce our newly designed and reformed video shopping services. Our professional video mystery shopping services provide you with the tools and technology to see exactly what is happening between your employees and your customers. Our services not only provide insight into the experience of a customer, but actual, objective evaluation of your team’s selling skills. Concealed cameras film the entire presentation from greeting to closing.

Businesses hoping to take customer service to the next level can benefit with our services by:

    1. Professional and affordable video shopping services for any industry
    2. View customer flow and analyze performance gaps
    3. Monitor procedures and implemented initiatives
    4. Evaluate new hires and staff veterans
    5. Are your employees ethical and interested in customer needs?
    6. Motivate your sales team and drive them to produce results
    7. Video is highly effective in sales meetings and training seminars
    8. Evaluate your competition
    9. A real, authentic, recorded customer point of view
    10. Visual presentations show you exactly where changes need to be made
    11. Stimulate friendly competition between your top performers
    12. Establish total awareness of your sales or business environment

Howard Puterman, VP and General Manager of Enterprise Rent-A-Car, states “Advanced Feedback has been servicing my needs for the past eight years and has been absolutely terrific. They are always responsive to our ever-changing needs.”

Contact them today to see how we can offer you totally customized sales and customer service inspections.

Advanced Feedback extends mystery shopping to canine pals too!

(Archive- advancedfeedback.com Feb 05, 2009) Advanced Feedback, Inc. has extended their mystery shopping services to their local neighborhood Humane Society, who was originally concerned that the mystery shopping company was too big for the single location.

As stated by Nicole Campos, Customer Relations Manager, “I appreciate all of your help while we develop a program that best suits us and within what your company can do. I realize that it is a little different than what you normally do considering the nature of our business and that we only have one location.” After working closely with her dedicated Account Manager, the two companies were able to tailor a program to fit Nicole’s exact needs.

The San Diego based company now conducts both weekly phone shops and a monthly onsite mystery shop offering valuable feedback in a timely manner. Phone shops are placed to help make sure that each incoming call is forwarded to the correct department is important. Phone shops help get pet related questions answered correctly while capturing the quality and level of the customer service by targeting each of the Humane Societies eight departments. These calls range in a number of different scenarios and are valuable to Nicole due to the frequency of the calls, which are delivered to her by email including the recording and a detailed survey within 24 hours.

These phone shops help keep the employees on their toes and provide the required level of customer service to all guests, both two legged and four. The onsite mystery shop conducted each month not only targets a specific department but also the main facilities. With a full summary of the details, along with an easy to understand scorecard, the information allows Nicole to visualize from the customer’s point of view. When asked about the program after six months of use, Nicole stated, “We are very happy with the shop results and are finally able to really use a lot of the data we have collected for training and new hires.”

At http://www.advancedfeedback.com you can learn how this mystery shopping firm is able to customize and tailor their services to fit your needs.

Secret Shopping Enters Brave New World

Legislation Prompts Increased Use of Mystery Shopping Into Healthcare and Government Realms

(Archive - advancedfeedback.com - SAN DIEGO, CA, Apr 15, 2009) – Traditionally, mystery shopping has been thought of in terms of the private sector, but increasingly public entities have turned to this service for monitoring compliance with regulations or measuring customer service levels (though the latter is primarily found in the UK.) As a result of legislation passed last year (HR 6331) that might be changing, says Kurt Adams, Senior Accounts Director of Advanced Feedback, a leading provider of telephone monitoring services. "It may the dream come true for many Americans" who wish for greater accountability and higher customer service levels from their government, commented Mr. Adams.

While the law passed last year deals with Medicare Advantage and how it is marketed to the public, it may be a portent of things to come, he speculated. (Specific concerns were allegations of 'bait and switch', 'misrepresentation' and 'misconduct' on the part of agents and brokers.) "It could well be that this model could be a harbinger of things to come. In this case, both the government and private agencies have seen the wisdom of using secret shopping as a means for ensuring compliance, but our hope is it will be used to increase customer service awareness as well", he concluded.

Advanced Feedback, Inc. is proud to welcome Meat Market Miami and the Courtyard Marriott - Miami Airport - Champions Sports Bar. Both are located in Miami, FL to our list of onsite bar and restaurant mystery shop evaluations.

Advanced Feedback Welcomes a New Customer

Advanced Feedback is proud to announce that TEG Property Management has signed up for our latest On-Demand Phone Shops service for their various San Diego properties. If you are interested in a low cost, contract free service please visit http://advancedfeedback.com/phone-shop-store-2.html for more information and samples.

Phone Shops On Demand

Our on-demand phone shop service provides a no minimum, no contract, cost effective option for businesses of any size or budget. With on-demand phone shops, we call, report, and record all in the same day! This service has proven invaluable for all business managers needing to observe and analyze staff phone skills. Give it a risk-free try today!

Sample Surveys Posted

Calling all restaurants! We have recently posted some of our award winning surveys. Interested in how Advanced Feedback can help drive your goals? Click here to view them.

Video Mystery Shopping

We are very proud to report on the success of our video mystery shopping services. Discount Tire, one of our largest clients, continues to lead their industry in customer service excellence. Here at Advanced Feedback, we are excited to help our clients take control of their reputation and drive customer service goals. Stop by our new page to see the benefits of this ground-breaking technology!