Undercover Customer Investigations
You know your customers’ experiences needs improvement somewhere. But you can’t quite put your finger on it. Our Undercover Customers sleuth out the truth so you can fine-tune your business and transform your customers into a potent (and cost-free) sales force.
“With utmost sincerity I can recommend their services”
— John Hughes, John Hughes Group
“An enormously valuable service that our sales team will use to perfect our sales process”
— Nikki Green, Trevors Carpets
Sure, your customers might give you a pass for decent customer service. But their overall experience — from their very first interaction to their 100th visit to your store — is what will have them raving about your business, promoting it better than any paid advertisement could.
The thing is, very few business owners have a clear insight into their customers’ experiences. They aren’t sure if their customers are singing their praise or whispering warnings to their friends and family.
Without clarity on this, it’s hard to know what needs fixing and where you might find opportunities for growth. And this can cost you big in the long run.
It’s no use stabbing in the dark. Engage our covert team of Undercover Customers and we’ll sleuth out the truth of your customers’ experiences, ensuring you’ve got all the evidence you need to:
Stage 1
Stage 2
Stage 3
August 1, 2023
May 23, 2023
May 23, 2023
— BRENDAN REED, SUBARU
Knowing your customers’ experiences inside and out, you can fine-tune your business, transform your customers into a potent (and cost-free) sales force,
and improve your bottom line.
All successful undercover operations begin with a Mission Brief. Book yours now.
Hiring our Undercover Customers to investigate your own business gives you the insights you need to improve your customers’ experiences and bottom line.
But if you want to understand your competitive advantage so you can leverage it for growth, it might require a covert operation “behind enemy lines.”
During the Mission Brief, we can explore how our in-depth Competitor Investigations will reveal exactly what your competitors are up to and allow you to focus more intensely on the parts of your business that help you stand out in a crowd.
If we told you, we’d have to kill you.
Just kidding. (Or are we?)
Through Customers Eyes was founded on one core tenet held by our Chief Undercover Officer, Mrs V:
That exceptional customers’ experiences isn’t just a nice thing to have; it’s the backbone of every successful business.
This is why we specialise in gathering the voices of the silent customers who can make or break your business.
Think of us as your eyes in the shadows, seeing what you don’t see — and providing the evidence and targeted insights you need to not only meet but exceed your customers’ expectations.
Out of our HQ in Perth, we work with businesses all throughout Australia. We do not operate overseas — at least not yet.
The price of our investigations is determined on a case-by-case basis. This is because our services are highly personalised. As for how long our investigations take, there are a range of factors to consider, but we have Undercover Customers everywhere, and we can handle complex jobs — Australia-wide — in surprisingly short timeframes.
Customer service is how your employees treat your customers — how friendly and helpful they are. Customer service falls under the umbrella of customers’ experiences, which we define as the way in which your customers’ experience your business at every touch point: from their very first interaction to their 100th visit to your store. The quality of their experience depends on how they feel when they first walk in the door — the lighting, the scents, the volume of the music. It depends on the way in which your products are arranged and decorated on your shelves. The flowers on the hotel duvet. The thank-you package in the mail. The six-month check-in to make sure you’re still 100% satisfied. It comes down to all the seemingly minor things that combine, ideally, to create a one-of-a-kind experience your customers will rave about.
We work with businesses of all shapes and sizes. Fitness centres, pharmacies, dealerships, carpet stores — the list goes on. The businesses that will get the most out of our services, however, are the ones with multiple touchpoints, as every touchpoint provides an opportunity to enhance their customers’ experiences.
A simulated customer interaction will never be accurate to the reality of your customer experience. With Undercover Customers, it’s as real as it gets. You’ll learn exactly how your staff and customers behave when you’re not there. Without these insights, you might not notice the cracks that could eventually sink your business. On the other side of the coin, you might miss opportunities that could take your business to a whole new level. Speaking from experience, any discomfort you might have regarding the “deceptive nature” of Undercover Customers is ultimately negligible when you consider the benefits. Afterall, it is predominantly to gain insights and identifying the areas that are working and those that are not, so that improvements can be made and if necessary, targeted training conducted.
Mystery customers (or mystery shoppers) and Undercover Customers are, in many ways, the same. The difference is that we’re meticulous when it comes to recruiting Undercover Customers, ensuring they’re capable of gathering high-quality intel without blowing their cover. Overall, the quality of our reports depends on the quality of our Undercover Customers. This is not to be compromised!
The data we collect largely depends on the nature of your business. But to provide an example, if you owned a cafe, one objective data point our Undercover Customers would collect is the time they had to wait for a coffee. Conversely, one subjective data point they’d collect is the coffee’s taste.
Suppose you want to reassess your customer experience after implementing our suggested improvements. In that case, we can absolutely do another investigation or even a series of them — until your business is firmly on track.
If we believe that customer service training would bring incredible value to your business, we’ll be sure to make that recommendation in the Intelligence Report. If we’re personally suited to delivering the training, we’ll present our services as an option.