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MonkeySports, Inc., established in 1999 as a single hockey store California, is now a leading online retailer of premium ice and roller hockey, goalie, lacrosse, and baseball equipment. They also have eight brick-and-mortar retail stores in North America and two in Sweden.
MonkeySports, Inc. experienced challenges affecting brand and customer satisfaction, with service inconsistencies being reported across varying locations by customers. This led to dissatisfaction and a decrease in brand reputation. They also struggled to accurately measure customer satisfaction, making it difficult to identify areas needing improvement.
CustomerOptix implemented a CX Evaluation program that was rolled out gradually across locations, starting with the busiest stores. The program began with on-site purchase and return evaluations, later expanding to inquiry-only evaluations—all of which provided a more comprehensive view of the customer journey. Using multiple evaluation types helped identify areas of opportunity and assess consistency across interactions.
Improved Customer Satisfaction - Since implementing the CX program, significant improvements were seen in both customer satisfaction and brand reputation.
Detailed Reporting Helped Identify Issues - Evaluator feedback provided valuable insights into their customers’ experience with their brand, making it easier to identify and solve problem areas needing improvement.
“We chose CustomerOptix because of their reputation for providing high-quality, reliable data. Their comprehensive approach, which includes mystery shopping, evaluator feedback, and detailed reporting, was particularly appealing to us. We were confident that their program would help us identify and address the inconsistencies in our service and provide us with valuable insights into our customers' experiences.”
–Justin Baribault, Director of Operations
Based on investigative findings, CustomerOptix was able to provide actionable insights so that MonkeySports, Inc. could make the improvements necessary to correct problem areas of their operation.
They also found that our CX Evaluation program would continue to contribute to their business long-term by helping them maintain a high level of customer satisfaction and brand consistency.
They now use the data from the program to identify areas for improvement and to develop targeted training programs for employees. By continuously monitoring their customer experience, they can ensure their brand remains strong and relevant in the marketplace.
Our team has 25+ years of experience building scalable mystery shopping programs nationwide. Our network of over 1M verified evaluators will gather real-time insights through in-store, online, or phone interactions. Small businesses can discover the strengths and weaknesses of their operations through the lens of customers to see what’s working and what’s not.
On-Site Visits - Our evaluators will visit your store locations and assess your business based on your preferences, such as cleanliness, merchandising, and overall service.
Phone Interactions - Our evaluators will secretly interact with your team and can identify areas that require improvement such as wait times, product knowledge, and overall customer experience.
Online Experiences - If your customers use your website to interact with your brand, our evaluators will review your website usability and product experience to help you identify areas for improvement.
Once you build your program and submit your order, our evaluators will execute that program and report actionable data and insights. Your report will undergo a thorough QA review and be emailed to you quickly so you can discover where improvements need to be made. Contact our team of experts today.
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