Customer Experience Program

"Learn From Your Customers" image of shoppers and couple being served

The Town of Gravenhurst Customer Experience Program is a pilot initiative that aims to assist local businesses asses key elements of their customers current shopping experience as well as provide resources and tools which they can use to help implement needed improvements.  The program will run between April and August 2020, after which it reviewed and based on business interest and success of the pilot it will be determined if/how a full program is rolled out.

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Applications are now being expected from businesses who wish to participate in the pilot project.  Deadline to Apply is March 20, 2020

Learn More About the Program
What is a Customer Experience Program?

The program is the process of measuring the quality of customer service, compliance with regulation, or to gather specific information about products and services anonymously and professionally from the point of a current or potential customer. The evaluation guidelines can be tailored to fit the needs of the individual business based on information provided during registration.

Why Should Businesses Participate?

Program will assist businesses with measuring the quality of their current customer experience including customer service, visual appearance and brand alignment. Your business will be given a report and provide tools and resources to help them make small or big changes to increase satisfaction and traffic, ultimately increasing sale.

How Does It Work?

The program will use anonymous shoppers to evaluate your businesses on a variety of customer service and experience elements to provide you with feedback and help you improve and ultimately attract and keep customers to increase sales. Participating shoppers will be given a decided number of businesses to shop within a three-month period.  After the feedback and evaluations have been completed businesses will recieve an evaluation report which will contain an overview as well as suggestions on how to improve their customer experience moving forward.

Personal Information and Privacy

The Gravenhurst Customer Experience Program is being administered by the Corporation of the Town of Gravenhurst’s Economic Development, Marketing and Tourism Division (“administrator”).

All data collected will remain confidential, unless express permissions requested have been granted through the Program to use, add, or share contact information for the purpose of questions regarding the Program.

Timeline

The program will launch on Friday, March 6th, 2020 and will run through until July 31, 2020. Throughout this time each participating Gravenhurst business will have three separate, anonymous shoppers visit their establishment within a three-month period.

Eligibility

The program is open to all businesses in the geographic region of Gravenhurst. Sign up by registering only at www.gravenhurst.ca/RateMyRetail or by contacting the program administrator.

 

Frequently Asked Questions

What is an anonymous shopper?

Anonymous shoppers are real consumers except that, in addition to shopping or making their purchases as usual, they also measure the quality of service offered at the visited establishment. It’s referred to as an anonymous shopper because they are not to reveal yourself as an anonymous shopper. Anonymous shoppers may be evaluating the business based on service, cleanliness, food quality and other factors that the business may require.

What is the role of an anonymous shopper?

The anonymous shoppers ‘secretly’ visit specific stores and businesses in order to observe and report on the quality of customer service. The shopper is a tool that is used to provide business owners with an objective, unbiased account of their customers’ experiences.

How much will this cost my business?

This program will run at no extra cost to your business. The Town of Gravenhurst will be covering all costs associated to the program.

What will I, as a business owner, need to do?

This program will not take any of your time or money and the Town of Gravenhurst will provide your business with an individualized report on the three anonymous evaluations made by the anonymous shoppers.

Why should I participate in this program as a business being shopped?

This program allows your business to receive feedback for quality of customer service, performance levels of employees and findability of products and services. This program is used for the purpose of improvement for all businesses involved.

What are the steps to this program for the businesses?

  1. Completely fill out the sign up form. www.gravenhurst.ca/RateMyRetail
  2. You will be contacted to let you know if you have been selected to be anonymously shopped and participate in the program.
  3. Three unique, anonymous shoppers will visit your establishment within a three-month period and evaluate your business anonymously.
  4. The Town of Gravenhurst will create an individualized report and present it to the business, based on the three evaluations completed by the shoppers.

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