The Personal Touch
At DSG Associates, we know your business's success depends on personal attention
to your customers. Over the past 20 years, DSG has built our corporate philosophy
around the core of PERSONAL attention to every detail, from...
Client concerns
Your calls to DSG offices will be answered by a receptionist six days a week. Inquiries
or program changes will be personally addressed by a senior member of DSG management.
We will keep in personal touch to ensure your satisfaction.
Mystery shoppers
Consumer dependent businesses know the importance of personal contact. At DSG, we
know it too! Although we feature sophisticated technology to help manage our high
volume of data, the heart of our system is personal contact. We speak over the telephone
with our mystery shoppers often:
- To screen - only those shoppers who are best qualified for the particular assignment
will be sent program materials and assignments
- To verify - every mystery shopper must demonstrate a clear understanding of the
detailed client specifications and assignment requirements we sent them in their
"kit"
- To receive results - details of each completed mystery shop visit are taken by telephone
to ensure validity and timeliness
Although we maintain a broad network of over 75,000 potential mystery shoppers,
our program team leaders KNOW their shoppers through continuous personal contact.
Evaluation details
Mystery shoppers call DSG within 24 hours of their visits and speak with trained
telephone interviewers who input every detail of the visit directly to our exclusive
STARS database. Results are then double-checked by skilled Quality Assurance personnel
for completeness, accuracy and tact before the visit evaluation is approved for
release. When necessary, mystery shoppers are called back to gather additional one-on-one
clarification. We believe this high level of personal interaction with shoppers
is essential to ensuring the client standards are applied with consistency and accuracy
to the experiences being reported.
Reporting
You know your guests want a top quality product or service... FAST! At DSG, we take
personal pride in our specially designed STARS data management system that enables
us to rush accurate and timely evaluation reports to you and your managers. Our
e-mail report delivery process is a feature of every program we run and can deliver
your own personal report copies faster and cleaner than fax or mail.
Field inquiries
DSG maintains a toll-free Dispute Hot Line to allow managers and field supervisors
access to our unique rapid response dispute resolution process. Callers will speak
personally with a knowledgeable DSG staff member who will resolve the issue by answering
the question, calling the mystery shopper for more clarification, replacing the
shopper for future visits or scheduling a replacement visit at no charge to the
client. DSG takes this service seriously and every dispute is personally reviewed
and approved by senior management. We believe not only that field input provides
us with a critical systems check-and-balance, but we also believe that maintaining
personal contact with and confidence of each client's field management is a fundamental
factor in our long term success.
This devotion to personal service costs us more, but we're happy to spend the extra
money. Providing the PERSONAL Touch has helped DSG to be one of the largest providers
of mystery shopper service in the nation. We offer clients a dynamic blend of technical
sophistication, outstanding flexibility and personal responsiveness... at a competitive
price!