Performance Measurement

Using proven techniques, such as mystery shopping and customer satisfaction surveys, Grass Roots has been helping clients around the world to create a better customer experience for nearly 30 years. Our mystery shopping and customer surveys measure service standards and identify those areas your customers want you to improve on. Our programmes also provide you with customer insight to reward and recognise individuals and teams and help you to deliver targeted communication and training.

Introduction to Grass Roots mystery shopping

Customer satisfaction surveys – we conduct online, postal, telephone and automated customer surveys, both inbound and outbound, giving customers a choice on how they respond.
Mystery shopping – our extensive panel of mystery shoppers around the globe represents diversity and disability alongside other demographic characteristics. They help us to conduct over 150,000 mystery shopping assignments per year. 
Online surveys – our solution allows large scale surveys to be conducted rapidly and efficiently, whether you are seeking to gain insight from an employee attitude, job satisfaction or customer satisfaction survey.

Through our network of international offices and our mystery shopping and customer survey programmes, we can provide you with customer feedback on your service levels in a single country, across multiple markets or on a global scale that will help you improve customer satisfaction and loyalty.