Test the System
Modern Day Mystery Shop
Your customers are working too hard to deal with you.Your dashboard won't show you. We will.
Your customers are exhausted from squeezing their real lives into your forms. Your teams are sick of telling them no. Your leaders are over managing a system that keeps failing. No one is winning, and it's costing you a lot of money.
The best part? Most of what we find is simple to fix. Absurd, really.
The Modern Day Mystery Shop goes through your business the way your customers and staff experience it. We find the absurd, show you what it's costing, and work with your leaders to fix it.
What your dashboard misses
Your dashboard says the case is closed.It doesn't say what it took to get there.
Dashboards count what's easy to count: calls answered, cases closed, time to resolve, satisfaction scores. They can't count effort. They won't show the customer who called four times before anyone opened a case, the form they filled in twice, or the staff member who stayed back to fix a handover that should have worked.
What your dashboard won't show you:
- How many times a customer had to make contact before anything happened.
- How many times they had to tell their story.
- How hard they had to push to be believed. We call this the Advocacy Burden.
- How often your staff work around the system to get a result.
- Which "closed" cases were really customers who gave up.
That effort is real, your customers and staff are absorbing it every day, and it's costing you money. The Modern Day Mystery Shop measures it.
The problem
Does any of this sound familiar?
Between your teams
Ops blames IT. IT blames recruiting. HR blames procurement. A request sits in a queue because it isn't quite anyone's job. Everyone hits their KPIs, and the customer still waits.
With your customers
Customers ring back to check on something they've already lodged. Your complaints team spends its week on the same handful of issues. Your satisfaction scores look fine, and you're still losing customers.
Between your people
Staff have workarounds for the workarounds. The same issue comes up at every team meeting and nothing changes. Good people leave, and the exit interview doesn't tell you why.
Your people usually see the problem first. They're working inside a system that makes the job harder than it needs to be, and many have stopped expecting it to change.
Why modern
A traditional mystery shop tells you if your staff followed the script.
It sends someone in with a checklist to score your frontline. That won't tell you why the customer had to call back, or why your team needed three systems to answer them.
| Traditional mystery shop | Fix The System |
|---|---|
| A pretend customer follows a script and ticks boxes | Real experiences: your real customers, us as the customer, or both |
| Tests one channel, usually just the shop floor or the phone line | Every channel: phone, online, email, in person, and what happens after you hit "submit" |
| Scores your staff on how well they followed the script | Looks at what your staff are up against: the systems, policies and handovers they have to work with |
| Gives you one more score for your dashboard | Shows you what your dashboard can't see: what it actually took to get the job done |
| Names the individuals who got it wrong | Never names anyone. We report on the system, not the people |
| Ends with a score and a report | Ends with a fix, and a measured result to prove it worked |
How it works
Engage. Validate. Adapt.
We use our EVA method: Engage, Validate, Adapt.
- 01
Engage
From $9,995
We take one friction point and engage everyone it touches. What that looks like depends on the problem:
- A customer complaint that keeps coming back: we talk to your customers and the teams who handle it, and we test the system ourselves as your customer.
- Friction between teams: we talk to everyone involved and review what each team is set up to achieve, because conflicting objectives are often the cause.
- Results that won't shift: we talk to the people doing the work, review the objectives and measures behind them, and find what's getting in the way.
You get the idea. Tell us your friction point, and we'll design the engagement around it.
Then we put what we found next to your dashboards, so you can see the gap between what you measure and what's really happening. You get a findings report, a map of where the friction starts and who it touches, and a cost figure.
- 02
Validate
From $9,995
We work through the findings with your leadership team and the people closest to the friction point, until everyone agrees on what's broken and what it costs. Most improvement projects skip this step. It's why they stall.
- 03
Adapt
From $7,500
We fix it with your teams. That might be a policy, a handover, a form, a system setting or how a team is measured. Then we measure the result against the Engage baseline, so you can report what changed. Where it helps, we add measures so the effort stays visible on your dashboard from then on.
Why most clients keep going
Engage stands on its own, and you keep the report. In practice, most clients go straight into Validate and Adapt. Once leaders see the cost figure, the conversation moves quickly to fixing it.
What you get
- A report that opens with a real customer's experience, then the evidence, the cost and the decisions you need to make.
- A side-by-side view of what your dashboard says and what's really happening.
- A cost figure you can take to your board.
- A map of where the friction starts, who it touches and what it costs.
- In Adapt: the changes made, an action plan with owners and dates, and a measured result.
What changes
- Fewer repeat calls and complaints.
- Less rework between teams.
- Staff who raise problems early, because they can see them getting fixed.
- Customers who stay.
- A dashboard that shows effort, as well as results.
- A before-and-after number for your board.
Questions
Do you use fake scenarios?
No. We follow real experiences, from your real customers, with us as the customer, or both. We agree the approach when we scope.
Will you name our staff?
Never. We report on the system.
Do we need to have mapped our processes?
Each engagement is different. We will advise.
Which friction point do you look at?
One per engagement. We help you choose the one that's costing you most.
Can we stop after Engage?
Yes. You keep the findings report.
Investment
We don't teach people to fit the system.We fix the system.
- Engage
- From $9,995
- Validate
- From $9,995
- Adapt
- From $7,500
Full EVA cycle
From $27,490
Or contact us direct.
Karen: 0401 032 386 · karen@fixthesystem.world
Becky: 0449 190 125 · becky@fixthesystem.world