Leonard L. Berry
Service Excellence Awards

About        Methodology        Recipients

Methodology

Step 1:

A scientific survey of Bryan/College Station residents is conducted by a recognized market research firm to discover what companies citizens though were the very best at delivering excellent customer service. Questions were both open ended and grouped by category to enable inclusion by any company regardless of size or occupation. In addition, open nominations are accepted from the public at large.

Step 2:

The highest ranked companies from the community-wide survey are then compiled into a list that is supplied to a professional mystery shopping company. Each company on the list is shopped at least once and graded on a comprehensive criteria designed to evaluate excellent service.

Step 3:

Upon completion of the mystery shopping, the shopping field reports are evaluated and finalists are chosen and notified of their standing. Interviews are arranged between an independent researcher and the top management of each company. The interviews are to examine the finalist’s culture of service and systems for attaining service excellence.

Step 4:

Finally, all of the data are compiled and evaluated by an independent group of judges to determine an overall winner.