Insights


Focus on what matters to your customers


NetPromoter: Customer Experience Insights

Many companies think that customer satisfaction is all it takes to be successful.
It's not. Did you know that 90% of customers say they are 'satisfied' before defecting to a competitor?
To keep them coming back, spending more and telling their friends you need more than 'satisfied'.
You need LOYAL customers.


Customer loyalty depends on trust in your company to deliver a consistent experience, every place, every time.
Which depends on the performance of every one of your locations.
Identifying how each location can optimize its performance and tracking its progress towards these goals is the single most effective thing you can do to improve customer loyalty.



manager looking at customer experience report







managers looking at Shadow Shopper reports

What customers say and what customers do are not the same


shadow shopper inspect not expect








data driven goals diagram


Get the Facts

Shadow Shopper Australia has been measuring customer experience since 2004 with the best secret shopper programs.

Download the Fact Sheet