Imbue Consulting - Mystery Shopping and Customer Care

How we can help you -with your most valuble asset- YOUR CUSTOMER
- Prevent the loss of your most valuable asset - your hard earned customers
- Provide managers with clues as to why customers do or do not return as repeat clients
- Help managers assess the variables that can affect customer satisfaction and employee performance
- Help management of organisations with outlets spread across the country to ensure that the standard of quality and service is consistent at all locations
- Give you the opportunity to witness how your average customers view your customer service
- Identify whether or not company standards are being met in all locations
- Measure your current employee performance
- Identify problem areas
- Re-train in those areas
- Re-measure the service quality to see if an improvement has resulted

Excellence in Customer Care

Imbue Consulting offers top quality services to assist you in implementing a program to provide vital information for the survival, growth and prosperity
of your business.

FACTS AND FIGURES - latest release

Customer Service Facts

68% of customer defection takes place because customers feel poorly treated.
Source: TARP

It can cost five times more to buy new customers than retain existing ones.
Source: TARP

Reducing customer defections can boost profits by 25-85%. In 73% of cases, the organization made no attempt to persuade dissatisfied customers to stay; even though 35% said that a simple apology would have prevented them from moving to the competition.
Source: NOP

1% cut in customer service problems could generate an extra R16m in profits for a medium-sized company over 5 years.
Source: TARP