Worldwide Intelligence Mystery Shopper (WIMS)
‘The Art of Secret Shopping’

WHAT IS Worldwide Intelligence Mystery Shopping (WIMS)?

WIMS is the compilation of performance data and sales personnel to conduct  an unbiased evaluation, measurement and report the customer service standards by way of utilising independent WIMS officers who goes undercover and acts as a genuine customer.
The most common type of mystery shopping is where officers visit and evaluate a client’s retail premises. The second type is where officers report on a client’s telephone response in a variety of situations on the pretext of a call from a prospective customer or to a sales telephone complaint. The least common type is where a home service department is being offered a visit for some cleaning/maintenance or service jobs at the customer’s premises to provide the service.
Discreet mystery shopping is a proven cost-effective method of measuring customer service and building a customer-management relationship. A mystery shopper specialises in making objective comparisons between your service and that of your competitors. Many businessmen thinks that a customer service feedback form would suffice as a means of surveying. However they are totally wrong because only 5 to 10 % of the dissatisfied customer really bothers to lodge a complain against the sales person.
A business that identifies and takes corrective actions to its customer service weakness would have a competitive edge over its competitors.  Do you want to know what your customers think of your Customer Service?  Until you get the answer it will remain a MYSTERY! What is the little difference that set you apart between you and your competitors next door?  Good customer service is the key to retaining your valuable customers.

Mystery and Secret Shopper Services:
Mystery shopping services answers the questions: who, what, when, where, why and how. Below are the items our Mystery & Secret Shopper Services can assist you:

• Alcohol / Tobacco Legal Compliance
• Integrity of Audits
• Bar / Pub Spotting of discrepancies
• Competitive Intelligence Gathering
• Marketing Verification
• Merchandising Verification
• Product Pricing
• Employee Background Checks
• Sales & Service Evaluations
• Evaluations
• Undercover as Employees
• Checks on Hospitality, Quality, Speed, Cleanliness

Do you have suspicion that your employees are not following the procedure and policies of your organization?
Mystery shopping services can help you make the decisions necessary to implement changes.
For example: a bartender may be giving away double shots, a salesperson may agree to things your company doesn’t do, a retail clerk may only bill for half of an order, etc. Many times the employer may only know store stock is low, clients are angry and accounts receivables or payables are way to high.

A competitor my have the edge and you need to know why.
IT’S CUSTOMER SERVICE!
• Realise the importance of retaining your current customers base
• Word of mouth spreads to attract new customers
• Check and improve your customer service procedures
• Monitor employee compliance to sales procedures
• Enhance your employee sales skills and ability to perform
• Reward the right employee at the right time
• Identify and measure the right training needs
• No necessity to risk a price war and lower your profitability
• Competitive pricing
“Bad customer service may affect your total business without you realising it in the long run.”
Benefits of engaging a WIMS Mystery Shopping Team to assist you to:
• Identify your service strengths;
• Recognise employees who are upholding the good name of the company.
• Recognise employees who exceed your standards of service and company goals.
• Distinguish between service weaknesses and strengths
• Becoming an aid for employee redirection and training.
• Recognising both your strengths and weaknesses and addressing each will improve employee performance and   motivation, raise your level of customer service and ultimately create a positive impact on your overall customer   satisfaction.  Satisfied customers become loyal customers and loyal customers become walking, talking "word-of-mouth"   advertisers for you!
• Specially designed customer satisfaction surveys tailored to the companies under evaluation.
• Keep an eye on the competition, sending secret shoppers to other competitors to see what they are doing to attract   customers.
• Points out where workers fall short of expectations and where they exceed the standard.
• Member of staff is evaluated with client's permission and secretly filmed. These data and findings are then used as  part of   their employee continual training programme.
PROFILE OF WORLDWIDE INTELLIGENCE MYSTERY SHOPPERS
Our mystery shoppers are trained by our own Investigation team with the support of Worldwide Investigation & Protection Pte Ltd. (licensed by the Singapore Police Force). WIMS mystery shopping staff are all trained and we make sure that they abide to the laws and that they are not broken when exercises are being carried out.
We go undercover and pose as customers at any business environment or retail business premises to rate the products and customer service provided to customers on the client’s behalf. We collect data/information in accordance to the client’s requirements. They are then gathered and compiled into detailed reports that will help you evaluate the rate of customer services rendered by the individual shop or establishments.  Our team of “WIMS mystery shoppers” appears to the retailer as normal customers. The exercises are video taped and a full report subsequently submitted to the client.
We also program our checks for different areas of your business needs and information. WIMS is formed to help businesses improve and enhance customer service awareness.
We could tailor-made our questionnaires with discreet probing narratives in accordance to your genuine business-customer environment.  Our findings could provide you with a fair opinion of how the transactions are perceived by a genuine customer. Similarly, every precaution is taken to provide protection for our shoppers, especially considering the environments in which they are sometimes required to work.
TREND IN SINGAPORE
WIMS officers were tasked by some shop owners to conduct mystery shopping on some of their premises to check whether their staff abide to the law of checking on under-age customer buying cigarettes and alcohol. The results were quite astonishing when our WIMS 'under-age' boys, dressed in school uniforms could convincingly buy cigarettes and alcohol in retail shops without checking their ages.
WIMS was able to monitor the staff compliance regarding the law on checking their age and also highlighted the staff involved before the member of public or the enviromental authorities intervene. This is a common problem for managing outlet standards in serving under-age customers. There is always an embarrassment of a court prosecution or being caught by the environmental authorities or the press.
The thing that makes us stand out from other organisations is our standard of service provided by our officers. If your company needs a reliable mystery-shopper, call WIMS at
(65) 6337-3377