Customer Experience Measurement

Live interactions are at the core of CALIBER'S Customer Experience Measurement (CEM) program. With an extensive staff of experienced, certified CALIBER Shoppers in the U.S. and abroad, we have the resources and experience to deliver meaningful data that directly impacts the bottom line.

Mystery Shopping

CALIBER uses screened and properly prepared people -- CALIBER Shoppers -- who interact anonymously with your environment and staff. Mystery shopping helps clients monitor and improve service quality to ensure consistency with brand standards.

CALIBER shoppers evaluate customer service, operations, merchandising, product quality and other elements of the consumer's experience. For example, a CALIBER Shopper may be tasked with recording associate greetings, service waiting times, availability of merchandise, and the knowledge of the sales team.


Designing Your Customer Experience Measurement Program

CALIBER customizes each Customer Experience Measurement program based on agreed-upon criteria. Our dedicated team includes an account executive who takes ownership of your program and helps design and execute the right program for your organization. Our best-in-class, user-friendly online reporting system enables you to view and analyze results in any way you like.

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A Growing Trend

More than 10 million "mystery shops" are conducted in the United States each year, according to a 2005 study by the Mystery Shopping Providers Association (MSPA).