WHAT IS MYSTERY SHOPPING?
Everyone seems to have become consumed with mystery shopping over the last few years. Companies are more involved with mystery shopping today than ever before.
Mystery shopping is done by trained shoppers. The shoppers know in advance what to evaluate, and they provide detailed information about the shopping or purchasing experience. Mystery shoppers, posed as ordinary customers, provide accurate written reports or questionnaires after they visit or call on businesses.
Mystery shopping allows companies to gain an in depth understanding of the consumer’s perspective. Management is given the ability to see what actually occurs when employees interact with customers. As a result, management is more able to monitor, correct, and award the customer service process. By gaining greater control over the customer service process, companies are able to consistently achieve their customer service goals. It is a high standard of customer service that is the number one factor leading to increased company profits.
Mystery shopping is an effective, reliable tool used to gather information about the actual customer service experience at the “moment of truth” when your customer interacts with your employee. Factual, observational data enables a company to track customer service delivery much as it tracks financial performance. We can help a company target resources and training on weak areas to create a strategic competitive advantage. In many cases, incentive programs can be designed and used as successful tools in shaping behavior. More progressive companies than ever before are using mystery shopping because they are getting positive, tangible and actionable results with their programs.
Along with mystery shopping, there are other types of programs which could be implemented to increase the effectiveness of your particular study.
They are:
n On Site Mystery Shopping
n Telephone Mystery Shopping
n Mail Surveys
n Comment Card Surveys
n Employee One-On-One Interviews
n Existing Customer One-On-One Interviews
n Consumer / General Public On Site Interviews
n Employee Telephone Interviews
n Existing Customer Telephone Interviews
n Consumer / General Public Telephone Interviews
n Ttaining
Mystery shopping is done by trained shoppers. The shoppers know in advance what to evaluate, and they provide detailed information about the shopping or purchasing experience. Mystery shoppers, posed as ordinary customers, provide accurate written reports or questionnaires after they visit or call on businesses.
Mystery shopping allows companies to gain an in depth understanding of the consumer’s perspective. Management is given the ability to see what actually occurs when employees interact with customers. As a result, management is more able to monitor, correct, and award the customer service process. By gaining greater control over the customer service process, companies are able to consistently achieve their customer service goals. It is a high standard of customer service that is the number one factor leading to increased company profits.
Mystery shopping is an effective, reliable tool used to gather information about the actual customer service experience at the “moment of truth” when your customer interacts with your employee. Factual, observational data enables a company to track customer service delivery much as it tracks financial performance. We can help a company target resources and training on weak areas to create a strategic competitive advantage. In many cases, incentive programs can be designed and used as successful tools in shaping behavior. More progressive companies than ever before are using mystery shopping because they are getting positive, tangible and actionable results with their programs.
Along with mystery shopping, there are other types of programs which could be implemented to increase the effectiveness of your particular study.
They are:
n On Site Mystery Shopping
n Telephone Mystery Shopping
n Mail Surveys
n Comment Card Surveys
n Employee One-On-One Interviews
n Existing Customer One-On-One Interviews
n Consumer / General Public On Site Interviews
n Employee Telephone Interviews
n Existing Customer Telephone Interviews
n Consumer / General Public Telephone Interviews
n Ttaining