Our Aims & Objectives                      Maintenance of Standards   Services & Benefits   One of the Academy's principle objectives is to preserve high standards. For it is the quality of members' work and service which achieves public recognition, and the consequent reputation for quality which attracts extra business for all members. The symbol of the Academy's reputation for quality is the Academy logo. Unsuitable applicants, identified by the Academy's strict vetting procedures, are automatically denied membership. Existing members, who allow their standards to fall, resulting in verified complaints from their customers, are refused permission to continue membership. In this way the Academy plays its part in maintaining the quality standards which protect those who are genuinely working with skill and integrity. The Academy do not give notice when they themselves carry out random audits. Membership of the Academy can be the most important asset in many businesses. It would cost a considerable amount of money for any company to build a comparable reputation for quality with such a strong corporate identification. In the eyes of prospective customers, any new member is automatically identified with long-standing members who have already shown their determination to provide quality products and services. This gives reassurance to prospective customers deciding where to place their next order. It also places an obligation on the new member to live up to high standards. You will be helping yourself by helping us to maintain these high standards at all times. Always strive for Excellence. Looking for ways in which to improve Customer Retention and Client Satisfaction. We can show you our route to measure satisfaction and retention. Our commitment is to enable companies to find out what their customers are experiencing, and then to use this information to improve customer satisfaction, sales performance and ultimately increase profitability. As a leader in the field we understand that unique businesses deserve unique mystery shopping programmes. Since 1996 we have developed and implemented many successful mystery shopping programmes for some of Ireland’s leading companies. Mystery Shopping Our core mystery shopping service service provides a detailed evaluation of how frontline staff interact with customers. Mystery shopping uses trained assessors acting as typical customers to observe the processes and procedures used in the delivery of a product or service. Mystery shopping findings are based on the real experiences of typical customers. The aim is to improve service standards and sales performance by providing clients with focused and actionable information on what happens when a customer contacts your business. Our mystery shopping reports enable action by identifying strengths and weaknesses in service delivery, product knowledge and sales performance. Reports also act as an effective staff motivation and communication tool. The Academy Advantage. • Expertise – You can benefit from our professional experience. Since 2004 we have developed and implemented many successful mystery shopping programmes for some of Ireland’s leading motor and hotel companies. We offer more than other mystery shopping companies, and take responsibility for ensuring that our clients mystery shopping programmes contribute cost effectively to sales and business growth. We want you to succeed. • Our Reporting System - Our advanced reporting system allows you to access findings faster, more accurately and in a manner that best suits your individual company needs. You can select the types of data and reports managers have permission to see. This system, availability and ease of use in reporting work hand in hand with our superior quality mystery shoppers to give you the best value in the industry. • Our Mystery Shoppers - We manage Ireland’s most experienced and best trained network of specialist mystery shoppers, with over 160 mystery shoppers throughout Ireland.  Mystery shoppers are trained for each and every evaluation they conduct. Our project management team includes experienced trainers to ensure the highest quality. • Quality – All completed mystery shopping evaluations are reviewed for accuracy, detail and objectivity by our reviewer team. We continually monitor the performance history of each mystery shopper, with completed evaluations graded and feedback provided to each shopper. • Motivation to Improve - An important benefit of our approach is the detailed mystery shopper narratives we provide in each report. Excellent for staff motivation and training purposes, these comments outline the reasons behind evaluation ratings, and vastly increase management’s ability to make real and positive changes to improve front-line performance. Customised research and reports specific to your requirements   Evaluates all points of customer contact – face to face, telephone, online   Accommodates detailed multi-contact customer interactions   Statistically based reports with detailed customer narratives   Reporting includes a range of Location, Trend and Management reports   Full range of customer scenarios based on typical customer interactions   Quick project turnaround time Email distribution of individual Location and Summary reports