Mystery Researchers Acquires Beyond Hello
October 07, 2014
Where Are We? (Beyond Hello, That Is!)
September 18, 2014
Just because we're a secret shopping company doesn't mean we want to remain a mystery to you! Over the years we've enjoyed getting to know our dynamic and unique mystery shopping clients, and with each new partnership we form lasting bonds.
We want you to get to know us too! Not just as "that fantastic mystery shopping company in Madison, Wisconsin," but as the eclectic group of individuals who make Beyond Hello the company you've come to trust and rely on.
Somewhere in their formative years as professionals, between the "Big Apple" and the "Emerald City," principals Gary Godding and Christopher Warzynski dreamed up an idea to start a company that would help businesses improve their customers' experience through cost-effective, user-friendly service measurements.
Returning to their roots in Madison, Wisconsin, a city endearingly known as the "Berkeley of the Midwest," Gary and Christopher first hung out their shingle in 1991 as the Secret Shopper Network. Wanting to place greater emphasis on customer interaction and selling behaviors, they later renamed the company Beyond Hello Inc. and grew the business from a two-man operation to the thriving company it is today.
With a combined 100+ years in customer experience and market research specialties, the team at Mystery Researchers has the knowledge and expertise to approach each and every program from an original perspective, creating highly customized programs with strong levels of ROI and impact.
Lisa Van Kesteren - CEO & COO
Having founded Mystery Researchers in 2008, Lisa utilized and leveraged her extensive background in customer experience, including the establishment and growth of two of the largest customer experience / data research companies in the industry. Additionally, she was one of the founding members of the Mystery Shopping Providers Association created in 1997, where she served as the Chairperson of the Professionalism and Ethics Committee and was responsible for the creation of the original Code of Ethics for the mystery shopping industry. Merging two passions, data research and mystery shopping, Lisa set out to forge a path that had not yet been established in the industry and thus, Mystery Researchers was born.
Andrew Day - President & Partner
Andrew comes from an extensive structured finance background spanning senior debt, private equity, M&A advisory and project finance. Previously he was the CFO of a wholesale petroleum distribution company that represented major oil companies and supplied 40 million gallons annually. Formerly Andrew was the COO of a German based international advisory firm focused on project finance and small-cap corporate M&A where he provided clients with direct access to European and North American capital. He started his career with General Motors Acceptance Corporation (GMAC) and Hypo Real Estate in their respective New York offices where he assisted in structuring and closing over $3 billion of commercial debt, mezzanine and private equity placements covering assets throughout the United States, Puerto Rico and Canada.
Jeffrey Wright - VP Strategic Development
Jeffrey heads the team driving the strategic vision and development of Mystery Researchers. With an extensive business background in creative management, client support and strategic vision, Jeff has spent the past decade in customer experience, driving new advancements, developing a variety of highly successful programs, building brands from the ground up and successfully creating a path to growth for all organizations with whom he partners.
Dolores Forget - VP Project Development
Dolores joined Mystery Researchers in 2014 and specializes in the design, execution and reporting of specialized mystery shopping programs and audits. Dolores has over 20 years experience in designing and executing domestic and international mystery shopping programs in many business sectors. Dolores brings solid categorical leadership to Mystery Researchers, putting to work her knowledge and experience in point of sale, inventory and observational audits. In her capacity as VP, she is responsible for the design, implementation, and execution of mystery shopping and auditing programs in the US and abroad.
Geoff Curtis - VP Information Technology
Geoff heads the information technology team and is in charge of executing strategic technical projects at Mystery Researchers. With over 15 years of technical architect experience, his extensive background includes positions at CTI Corp, SAP, IAM Global Solutions, and Coca-Cola Enterprises. Geoff has a passion for delivering exceptional customer service and building strong infrastructure advancements for all clients to benefit from.
Peggy Krumweide - VP Project Management
Peggy began her career as a Research Analyst and Field Director at National Market Measures, a Global Growth Group company. Experience in various forms of data collection and analysis, including in-depth interviewing, online surveys, focus groups, mystery shopping and phone research. In addition, she managed proprietary client panels, as well as the company’s own panel of research respondents. Vast experience with many projects of similar size and scope.
Covering a wide range of responsibilities, the Operations Support team shares a common goal of keeping the business running effectively and efficiently. On any given day this can take the form of client assistance, project management, program research and development, and providing staff support. Whether partnering with clients or coworkers, the key to successful results lies in clear communication and forming collaborative relationships.
Diane Anderson - Accounting Services Specialist
A great aptitude for “numbers” propelled our CPA, Diane, into the accounting field immediately after graduation, where she furthered her education at a variety of companies from small, family-owned businesses to a professional accounting firm with well-known high-profile clients.
“Precise” best describes Diane.
Kevin Komarek - Data Services Specialist
As a former consultant for Beyond Hello, Kevin joined us with a strong understanding of our business, and uses his experience as a database manager and application developer to provide support and direction for our clients’ data management and reporting needs.
“Analytical” best describes Kevin.
Every client works closely with a designated Account Manager, who oversees every aspect of their program from start to finish. Their relationship with the client starts with identifying program goals and developing evaluation forms based on key service points and continues in a support capacity for the duration of the partnership.
The Account Manager prepares the scheduling team by clarifying client expectations and explaining project specifications (mystery shopper requirements and scenarios). Our schedulers are the "masters of selection and timing," and are responsible for coordinating the right mystery shopper at the right time. They follow through and follow up to ensure scheduled projects are conducted according to specifications and to ensure project deadlines are met.
Our large, in-house Quality Assurance team is one feature that sets Beyond Hello apart from the competition. This creative group is comprised of individuals with a variety of communication backgrounds including journalism, education, marketing, and customer service.
Quality Assurance provides a critical link in the flow of information between the mystery shoppers and our clients. Every service evaluation is reviewed and proofed by at least two "eagle-eyed" members of the team as they ensure clarity and accuracy of information while guarding against ambiguity and contradiction. They carefully review evaluations before releasing them, so our clients receive easy-to-understand data that is ready for analysis.
Answers to some of our most commonly asked questions.Learn more about mystery shopping and other service evaluations
Answers to some of our most commonly asked questions.Learn more about mystery shopping