A successful business needs to ‘“Inspect what you Expect” and we are amazed at the results we can achieve by knowing/measuring where we are compared to our goal.’. We expect our employees to provide exceptional service to our customers and CPI provides us with the tools, via their monthly Mystery Shop program, to independently inspect the business.

CPI allows us to make sure that the customer experience matches both our clients and Dillabaugh’s expectations. We use the information as a training tool to not only understand what to do, but also what not to do when interacting with the customer. Treating the customer is very important to Dillabaugh’s and CPI provides us the real data to allow my team to get this right as well provide accountability within our Sales Professionals as to how well they follow the Sales Process.

The benefit of CPI to Axiom is that the Mystery Shopping program makes sure that our staff always have their best foot forward as they never know who the Mystery Shopper is; It removes the complacency from the team. It also allows the management team to have transparency over the service that the customer receives as the service level can change depending on whether a manager is present or not. The data provided is from the real world and helps highlight both the best and worst in an employees interaction with a member.