Perception Strategies, Inc. is a national customer perception firm based in Indianapolis, Indiana specializing in healthcare mystery shopping and cust

Kevin Billingsley, president and founder of the company, has over 25 years experience in marketing and service industry market research. "At Perception Strategies, we believe that consumer perception drives the decision-making process more than any other factor," explains Billingsley, "and it is human interaction that weighs heaviest with the customer. We feel that direct, unbiased observation is the only viable means of achieving consistently high standards of customer service." Co-owner Br...

Kevin Billingsley, president and founder of the company, has over 25 years experience in marketing and service industry market research. "At Perception Strategies, we believe that consumer perception drives the decision-making process more than any other factor," explains Billingsley, "and it is human interaction that weighs heaviest with the customer. We feel that direct, unbiased observation is the only viable means of achieving consistently high standards of customer service." Co-owner Brooke Billingsley, who joined the firm in 1999, has spent the past 20 years as an accomplished trainer, speaker, and executive. "We also believe the key to success in customer service is giving managers the customer's perspective and then teaching them the fundamentals of coaching employees to improve