Why CSI?

Unlike many "mystery shop" firms, our investigators are hand-picked, college-educated professionals with strong backgrounds in customer service and/or sales. 

Our investigators are thoroughly trained.  Not only are they well-versed in the skills and behaviors to look for, they are given a thorough orientation covering the goals and objectives of your organization and the investigation project.

Rather than simply gather checklists, we thoroughly debrief each investigator after each visit to determine if there are issues that need to be addressed immediately.

We design an observation protocol to meet the unique needs of each client.  Our approach can be as simple or as sophisticated as necessary.  For example, our investigators can pose as consumers or as business professionals.  We assess an array of skills ranging from greetings and rapport building, to assessing customer needs and arranging for follow-up, to closing skills.

We not only measure the specific actions that you require of your employees, we identify for you the critical actions and behaviors that are proven to generate sales and create customer satisfaction.