Business owners are always looking at ways to improve customer service delivery. In order to grow and achieve excellent customer satisfaction ratings it is imperative to measure the customer buying experience in an objective manner.
What are the key elements to success?
Mystery Shopping exercises allow business owners to get a quick, reliable and quality feedback from the customers perspective.
It is an invaluable tool in aiding the evaluation of your teams customer care performance levels, training budgets, and company mission statement delivery to your core customer sector.
Our clients use Mystery Shopping to:
Analyse their competitors. Mystery shopping your competitors as potential buyers is essential for well established companies. It allows you to get a better knowledge of who your nearest competitors are, there pricing structure and their U.S.P.
You may also identify market niche’s that are not yet occupied by any of your competitors.
Mystery Shopper exercises can help to document, step by step, the process of buying your services/products or seeking customer support.
You can also detect any deficiencies and make alterations to your customer care charter to the benefit of your customers.
Mystery Shopping can be used as a training aid, as it will highlight professionalism, helpfulness, integrity, appearance, and the knowledge of your team during the buying process.
Buyers not only buy your services/products, they also buy your team and their credibility.
This type of Mystery Shopping can provide key information for your Human Resources department about specific employees.
We believe that this type of Mystery Shopping should be performed on an on-going and regular basis.