Follett Higher Education Group is proud to introduce our new Secret Shopper service. This service is available exclusively to Follett's contractual partners. With Follett's Secret Shopper program, you will have access to a sophisticated quantitative approach to measuring your customer service performance - and ultimately enhancing your level of customer satisfaction.

Follett partners have exclusive access to this program, as well as the unique opportunity to benchmark your store’s performance against similarly-sized stores in the Follett network.

Follett has partnered with AboutFace Corp., which has a network of over 150,000 trained and certified secret shoppers throughout the United States and Canada. The secret shoppers use a questionnaire that covers all aspects of your operation. This questionnaire can be customized with up to five questions that cover areas of interest specific to your college store. Once your store has been shopped, the confidential results are compiled and benchmarked against the performance of similarly-sized stores in the Follett network. The result is a quantitative review of your store’s strengths and opportunities which will help you optimize your operations.

To learn more about Follett’s Secret Shopper program, please contact Jerry Lynch, Vice President, Sales at 1-800-322-6223 or via e-mail at jlynch@fheg.follett.com.