"Baird’s mystery shopping gave us an objective overview of our customers’ experiences when contacting us. Their comprehensive and objective reporting helped build the buy-in needed to make necessary changes. Baird helped us to identify internal best practices as well as areas in need of improvement.

By using mystery shopping, I was able to point out our shortcomings in a way that eliminated the denial and built engagement from the start. The Baird approach gave hard evidence that no one could dispute.

They were efficient, accurate and professional. We were extremely pleased with the Baird approach to mystery shopping.
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"Baird’s mystery shopping assessment helped us to see our practices in a new light. The shopper’s attention to the little things gave us the opportunity to make important changes. Our physicians were receptive to Baird’s mystery shopping approach. Her real-world experience gave her instant credibility. Her suggestions helped us enhance the patient experience during crucial moments of truth."

"Engaging Baird for our mystery shopping was an outstanding experience. They covered so many things we were looking for and helped us to really understand our customers’ experiences. We had a few significant surprises that helped us re-think some training and processes throughout the organization.

The online reports were extremely helpful. We had continual access to our data and could drill down into the details. That capability was particularly helpful. We appreciated being able to capture individual employee performance information and learn what actually occurred and how the caller responded to the encounter. Without that level of detail we could have missed valuable information. Now we have great information that will help us target customer service training efforts.

We found the Baird team to be extremely responsive to us. Not only was the technology very user-friendly, but the Baird group exceeded the standard for excellent customer service.
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