HOED gets you inside your customers' experience

Your customers are the lifeblood of your business. So it's vital that you examine your organisation from a fresh perspective – theirs. Are they really getting what you promise to deliver? With more than 20 years' experience in Mystery Shopping, HOED can offer you a fully integrated customer service analysis and a Plan for Action^© that lets you understand your business from the outside in. A HOED Mystery Shopping program can involve all segments of your business.

Using trained and accredited Mystery Shoppers, advanced technology systems and flexible planning tools, HOED can help you realign your customer service productivity with your organisational goals, ensuring the experience your customers have will always be a positive one.

HOED helps you make the most of your customer relationships

Using a combination of old-fashioned face-to-face techniques and state-of-the-art technology, HOED can deliver a tailored program that addresses key issues in your customer service strategy to help you improve productivity and responsiveness. Whether you rely on in-store staff, call centre, a mobile sales force or the Internet, HOED has the tools to analyse their effectiveness. As part of the International Mystery Shopping Alliance (IMSA), a network of specialised Mystery Shopping companies with more than 500,000 shoppers worldwide, we can create a Mystery Shopping program that extends to your overseas outlets.

Knowledge is power

By learning about your customers through a HOED Mystery Shopping Program, you can:

Improve customer service
Improve product knowledge
Improve the communication of promotions and new product launches
Improve the selling skills of your employees

Our tools include:

Face-to-face Mystery Shops
Telephone Mystery Shops
Internet Mystery Surfing
Customer Satisfaction Surveys
Competitor Mystery Shops – both telephone and face to face

The HOED system will enable you to:

Involve all levels of management in understanding your customers' experience with a fresh perspective
Reward and acknowledge good performance
Counsel poor performance
Identify the real issues that impact on your service delivery
Track trends and strategies to facilitate the improvement process
Benchmark your results against your competitor's

Testimonial

"BOC had committed $115 million to revitalising its retail network, and we knew that improving our stores without bringing the performance of our sales up to the same level wouldn't have given us the boost we were looking for. HOED helped us define our service expectations, delivering a survey tailored to our operations, while not losing the ability to benchmark against our competitors.

"The success of the program has been thanks to the flexibility shown by the HOED team and their willingness to respond to our every query. The program has delivered such good results that BOC has extended it to third party distributors, as well as negotiating with BOC globally to adopt what is now considered Best Practice.

"The recognition we received for this program around the world was tremendously satisfying and due in no small part to our HOED Account Manager and the team."

– Paddy Goodchild, South Pacific Retail Manager, Gas & Gear Stores, BOC

Our system is designed to respond to your individual needs

Whatever your particular needs, HOED will rise to the challenge. With more than 20 years' experience, IQCA accreditation, a huge pool of trained Mystery Shoppers and advanced technology systems, we're able to offer what many other providers can't: a sustained, tailored, actionable program that delivers real, quantifiable results.

A wealth of experience

Our management team have extensive experience in the financial and retail sectors, bringing to your business industry expertise and an understanding of the kinds of issues you face.

HOED prides itself in keeping up to date with the latest trends in Mystery Shopping.

The management team at HOED enjoy the respect of the industry worldwide. This industry recognition has been developed over 20 years, beginning with Australia's first successful national program back in 1986.

Tim Burton-Taylor is a Director of the Mystery Shopping Providers Association Asia Pacific, a body that works to uphold industry standards.

A vast network of trained Mystery Shopping employees

We have a vast network of active, trained and IQCA accredited Mystery Shopping employees across Australia and New Zealand. This means we can visit rural and regional areas as well as metropolitan programs. We can profile the shoppers to ensure your customer base is represented. And we can produce specific client customers to measure actual customer satisfaction.

We work with a diverse range of major industries:

Retail – fashion and general
Financial – banks, building societies and insurance
Shopping centres – retailers and centre management services
Councils
Convenience stores
Food – fast food, fresh, supermarkets and restaurants
Automotive – car dealerships and service
Tourism – clubs, hotels and theme parks
Pharmaceutical – retail and associations
Entertainment – cinemas, outdoor and recreation venues

Assurance of quality

HOED was the first Mystery Shopping company in Australia to earn Interviewer Quality Control Accreditation (IQCA), which means our data collection procedures provide reliable, high quality results.

All our Mystery Shoppers are trained and IQCA accredited, and continually monitored on their performance. Every Mystery Shopping survey is read and checked by our experienced Quality Control team.

Every HOED client is assured that the analysis they receive is accurate, unbiased and consistent.

We help your organisation manage change

HOED has conducted successful programs for a vast number of global clients, and many of the systems and reporting technique that we introduced are being utilised worldwide.

Our management team works with key stakeholders in your organisation to create a unique program and our systems are designed to respond quickly to any changes in your environment.

Involvement and communication

Our process engages all the stakeholders, building a partnership that ensures a clear line of communication throughout the life of the program. This guarantees that you'll understand both your customers' experience, and how you can achieve your business goals.

Our programs involve all staff by:

Transparent qualitative comments from Mystery Shoppers
Plans to action the improvement processes

How we measure service

After HOED has worked with you to create your unique program, our Mystery Shoppers are briefed to visit, call or otherwise engage with your frontline staff, then report back on their findings using a specially created survey. Then our management team analyses the information using our exclusive software program, HOED i-Focus.

Fast, accurate and powerful reporting with i-Focus

Our next-generation, web-based reporting system, gives our clients unprecedented capacity for analysis. This advanced, multi-user, web-based customer service management system allows you to easily understand your reports as well as receive email and web-based reporting for swift turnarounds. Simple and intuitive to use, it lets you drill down on customer service results. Track results on a store-by-store basis, analyse monthly reports for each state, and identify, monitor and analyse results by category and question. You can also view or print questionnaires, reports and graphs in-house, for a swifter, more efficient dissemination of the findings.

We don't just collect data, we help you use it

Acts as an agenda for store teams to discuss the latest results
Encourages discussion of customer service standards
Highlights areas of opportunity for improvement
Acknowledges success
Builds knowledge and commitment

The Plan for Action^© is a team effort, involving everyone from senior management to casual staff. It can empower your company's most important strategic resource, your people, to achieve the future your business envisions.

Experience HOED for yourself

Tim Burton-Taylor – Managing Director – 02 8876 3788
Julie Barnwell – Senior Account Manager – Client Services – 02 8876 3728

HOED Mystery Shopping. ABN 37002 898 991
Level 2, 3 Carlingford Road, Epping, NSW 2121, Australia
Tel: 02 9876 3166
Email: sales@hoed.com.au
www.hoed.com.au

HOED Mystery Shopping – NZ
Richard Potton
P O Box 87 007, Meadowbank, Auckland, New Zealand
Tel: 09 528 6806
Email: sales@hoed.co.nz
www.hoed.com.au