Overall our experience with Above Benchmark has been great!
They are very very knowledgeable and have made excellent suggestions for our Mystery Shopping program.
Jen and the team are very approachable and they are always available when we need them.
After a brief meeting, Jen and her team understood my needs perfectly. They quickly designed a market research survey aimed directly at the property management industry. With the valuable insights the survey results provided I’m able to better direct my marketing and services to attract the right kinds of clients for my business.
Jen worked with us to develop a unique survey template for our cafe, encompassing all aspects of our business, from booking the reservation right through to the end of service. During the design process she suggested we implement several new standards. One suggestion was to personalise the telephone experience when a customer called to make a reservation, by using their name in the farewell. Although I was a somewhat hesitant, we implemented the change and just days after we received a glowing review on Urbanspoon, proving how something so small could make such a big impact to a customer. We are very appreciative of the independent advice that Jen and the team at Above Benchmark provide and we find their services extremely valuable to our growth.
Since working with Jen Wells and the team at Above Benchmark we have been able to engage with our teams much more effectively regarding customer service levels.
We have been able to strengthen our customer service standards and measure them so much more than we could have ever done ourselves.
The survey results allow us to now celebrate individual stores and teams successes each month and identify elements of our customer service standards that still require some attention. Our Store Managers are able to present the results to their teams in such a way that everyone is hungry for the results each month.
Attention to the key elements of our customer service standards that support our brand promise is possible now with the reporting tools provided to us, thanks Jen!
Jen and the team from Above Benchmark have been fantastic to deal with from day one. The team are highly trained in the market research and mystery shopping fields and can provide professional services and advice to ensure you see results. We have been working with Above Benchmark for a number of years and the results provided by the team have allowed us to continuously improve on our customer service – a core value to the Porters business. I have no hesitation in recommending the services provided by Above Benchmark.
Above Benchmark are experts in their field! They handled our unique market research project perfectly. They understood our objectives immediately; in fact, their first draft of the survey was so good it only required minor tweaks to then be ready to send out to our clients. Above Benchmark provided some great ideas for better targeting our audience and how we could easily amend our survey to achieve it. We loved the reporting platform; it was informative and incredibly easy for our team to navigate and get the reports they needed. I would definitely recommend Jen and her team at Above Benchmark.
We spent a lot of time researching different mystery shopping providers. There are a lot of them out there and there are many things to consider when trying to compare apples with apples.
What really stood out with Above Benchmark was the flexibility and attention to our specific needs. Jen Wells has remarkable insight and aptitude in all areas of the retail industry. Together we developed a mystery shopping program that was directly aligned with our training program and our unique pathway to a sale.
That was my perspective prior to our first survey being published. When the reporting results came out I was totally blown away. We now have a system in place that totally isolates any weaknesses in our sales process that we can address with pinpoint accuracy.
Above Benchmark have totally under promised, over delivered and exceeded our expectations. The amount of groundwork and personal attention they have given us, in my opinion totally outweighs the monthly fee that we pay for the service.
Jen Wells from Above Benchmark was exceptional in her responsiveness to our request and speediness in delivery of the overall project within a one week turn-around time. The process was well-managed and designed according to our agreement, giving us an insightful understanding of our current processes and required areas of improvement. Very worth-while exercise and great outcome.
NVC partnered with Above Benchmark in 2016 to deliver client satisfaction surveys, including the NPS measurement for our vet clinic network. This deliverable not only gave our clinic’s clients a voice to communicate their level of satisfaction and other suggestions for our clinics, but also gave our clinics a much greater insight into the satisfaction of their clients. Not only does the NPS score give us an indication of client loyalty but it allows our clinics to benchmark themselves against each other. The cloud based reporting platform gives our clinics and management team daily refreshed reporting capabilities which ensures that any issues that appear to be trending or occurring frequently can be quickly rectified. We also found the ability to customise our reporting to suit our business requirements key to all the levels of our business enthusiastically adopting this platform.
Jen Wells is one of those amazing people whose passion for what she does translates into outstanding attention to detail and a fierce dedication to achieving the best possible results for her clients. While I haven’t required (not yet at least) her mystery shopping services, Jen designed and implemented an automated online assessment tool for me that not only looks good but has all the functionality I wanted – including some I hadn’t thought of but that Jen predicted I may want for the future. Always professional and delightful to work with, I highly recommend Jen and Above Benchmark to anyone who wants to create exceptional outcomes in customer service.
The Yiros Shop partnered with Above Benchmark in 2018 for our Mystery Shopping Program. It’s one of the best tools to manage my businesses. The reporting is really in depth and can be customised to like needs. In the first few months, we’ve already implemented several changes that have helped improve our customer satisfaction. We are now getting consistent results across all of our restaurants. I highly recommend using their services!