STATISTIC

Most of today’s customers will not complain to management.  More and more of today’s customers will simply walk out the door never to return.  These customers will also tell their story of their poor experiences with multiple other potential customers.  One bad experience for one of your customers could result in the loss of tens of customers.

On the other hand, a good experience for your customer could result in a gain of tens of customers.  Although customers are more likely to relate poor experiences, customers relate good experiences as well.

Our company can help to determine if customers are mistakenly being sent out the door of your business with the wrong idea about your customer service goals.  We can uncover problems that have gone unnoticed by even your most competent managers.  The daily pressures on most current managers don’t allow time to dig into the details of everyday customer interaction.  We can help to make a positive change in employee behavior that has a dramatic impact on your bottom line.  

 It is important to know why customers are leaving businesses to shop or do business elsewhere.  When customers do choose to leave a business for good, approximately two out of three times it is for reasons of poor service.  In a world of similar product offerings and price guarantees, customer service is the tool that must be used to keep your customers coming back.
  When you realize that around two thirds of customer loss is because of poor service, also consider the following:

 n  It costs a business approximately five times more to replace a customer than to keep an existing one.

n  Usually, less than five percent of customers will voluntarily offer feedback on your company and its performance.

n  If customers are given avenues to vent feelings, those customers are almost twice as likely to be loyal to your company as the customers that have no avenue to vent.

People are less tolerant today of poor customer service.  Complaints will be voiced to family and friends, and bad new can travel fast and far.  Business owners and managers may never know why the business is not growing.  Mystery shopping will provide immediate feedback which will address these concerns.

Anonymous consumer research gives the business owner/manager an unbiased customer point of view.  With just 100 random surveys, a program can be 90 percent accurate in that it represents the views of the entire population.  With that in mind, you can see that mystery shopping provides an economical and timely method for identifying areas of concerns so that process can be corrected immediately.