Testimonials
"At Health Canada, we use mystery shopping to help us determine if retailers are complying with the laws regarding selling tobacco to minors in each Canadian province. Since 2004, CRG Mystery Shopping has carried out this research for HC.
The mystery shopper program, used to determine retailer compliance, has benefited HC by providing a regular measurement of how well national and provincial tobacco control programs are working with respect to convincing retailers not to tell cigarettes to youth, research that is critical to justifying tobacco control initiatives. Currently compliance rates are the highest they have been since 1995, but without this research, we would not have this knowledge.
CRG Mystery Shopping's attention to detail and quality has helped provide Health Canada with valuable and credible data. CRG Mystery Shopping has been a most accommodating company with which to work, displaying a great amount of conscientiousness, patience, initiative and innovation in carrying out the research. Reports have always been provided in a timely fashion."
Anne ZaborskiSenior Survey Methodologist
Tobacco Control Programme
Health Canada
"Three years ago, we approached CRG with a specific mystery shopping program that we had been running internally since 1989. CRG carefully analyzed our needs and created a program that mirrored our benchmarking standards. We are extremely pleased with the quality of service, professionalism and the dedication of the entire team."
Linda OsipExecutive Director
Canadian Call Management Association (CAM-X)
"The Mystery Shopper program continues to play a pivotal role in assisting the Canadian Museum of Civilization Corporation in its commitment to continually improve the quality of the visitor experience we offer all our clients. This program provides valuable insight into the level of service being offered to our clients at both the Canadian War Museum and the Canadian Museum of Civilization."
Victor JolyManager of Client Services
Canadian Museum of Civilization Corporation
"Through the Mystery Shop program, CRG has been helping Retail measure service and sales performance in post offices across Canada for the past eight years. They demonstrated great flexibility with respect to scheduling, report changes, delivery times and ad hoc requirements. They could be reached quite easily and were always quick to respond. They worked side by side with us through every step of development of our shops, assisted us with the interpretation of those shops and allowed us to personalize the results as per our needs. The direction and insight they provided insured we received relevant information from the program and helped us interpret the results of each shop.
The program has been a tremendously useful tool in evaluating our post office image, service and sales performance. It has helped us in identifying and addressing specific customer needs and front-line service requirements. The shop results helped confirm if Retail counter clerks were applying the customer service and sales techniques they have learned in training and enabled us to determine when coaching was needed. We also gained valuable information to build future training and coaching programs.
The reports we received were professional and well-written. With these reports, we were able to identify areas in need of improvement as well as identify the top performers within our organization.
Overall, our experience with CRG has been extremely positive."
Nicole VermetteOfficer, Retail Performance Excellence
Canada Post Corporation