visit-Focus

Visit-Focus is the industry’s leading web-based mystery shop service for leisure operators and suppliers who need to monitor, measure and improve their customer experience. visit-Focus is a service provided by Active Insight on annual contracts in which our experienced mystery shoppers ring and then visit your centres or clubs, making membership (or general) enquiries.

How does it work?

We recommend that we visit each centre, club or call centre at least 3-4 times over a 12 month period. The results of the individual visits, together with the centre and group summary are graphically displayed on your own e-Focus login within 1 week of the visit. visit-Focus allows you and your management team to cost monitor the service you are providing in real life situations, giving you great qualitative feedback to encourage and train staff to improve.

email-Focus

Email and web enquiries now account for up to 25% of membership enquiries, with this number rising. However, our research shows that as few as 10% of these emails are responded to in a timely and professional manner.

Active Insight now offer a mystery email service (email-Focus) to compliment our calls and shops. We email your sites on a regular basis using ghost email accounts and report back to you on the speed and quality of their response.

All results are reported back using the same eFocus reporting suite as our visit/call-Focus service.

To help manage response times to online enquiries, Active Insight have added sales-Focus to our portfolio of services.

call-Focus

Improve call handling services!

call-Focus is a mystery shop service for the leisure industry to monitor, measure and improve their call handling services.

call-Focus consists of our experienced mystery shoppers ringing your centres or clubs and making membership (or general) enquiries, we recommend that we ring each centre, club or call centre at least 2-3 times over a period of a week and we do this at least every quarter.

All the calls are digitally recorded and the results of the individual calls and a centre and group summary are immediately graphically displayed on your own web based reporting site, which you can access with your own unique password. This allows you and your management team to cost effectively monitor and measure on a regular basis how well your telephones are getting answered and then to use the results to encourage and train staff to improve.

Monthly Reports…

You can see month on month comparisons as well as benchmark site against site or externally against other operators.