The customer next to you in the queue may look innocent, but instead of a shopping they are carrying handwritten notes about the cleanliness and appearance of the store. They have also been timing the progress of the queue and maybe a tiny camera is peeking out from their purse. It's likely you have just spotted a mystery shopper.
Since the service excellence can be considered the strategic differential among various competitors on the market, an optimal customer service can make the difference between a successful company and a mediocre one. Any reputable and reliable firm has the mission to create a culture oriented on service excellence. They have to train their employees to provide consistently exceptional customer experiences. Developing the customer service capabilities of your team, and facilitating customers can pose a real challenge.
Mystery shopping is a tool that provides an accurate assessment of customer feedback and allows you to check out how your customers vote. This necessary information can be used by the management to measure, organize, and improve customer experience and team's performance. Mystery shopping is a specialized service that makes a powerful tool, especially for retail companies. Mystery shopping programs can serve to coordinate your entitlement organization in order to focus your team on delivering flawless customer experiences.
Every month there are around 50,000 mystery shopping trips carried out by the mystery shoppers. Shop owners and retailers are becoming increasingly aware of the necessity to provide the best customer experience possible. For this purpose is necessary to check out how your customers vote. Shoppers who set foot in a physical store expect an excellent service. Only the best customer experience in a brick and mortar traditional store can keep them to get online for their purchasing needs. For this reason retailer companies need to measure how well their stores are delivering that optimal customer experience.
Even the Post Office and Metro Bank have started to use mystery shopping in order to score their stores. The evaluation helps to identify training issues and determine staff bonuses. In order to maintain their anonymity, each mystery shopper is assigned with different store locations and rotated through them so that within three months they never have to return back to the same shop.
Each day, a mystery shopper typically sees his time visiting five to ten stores. They check out how your customers vote on different aspects such as waiting time, employee friendliness and professional attitude, and cleanliness of the store. They also spend supplementary time filing detailed reports, including every aspect of their visit. Video mystery shoppers film their visits with a hidden camera hidden in a handbag, purse, or buttonhole.
Mystery shopping companies can help building a customized strategy that ensures compliance to the organization's best practices and operational standards. A company needs to align its corporate vision with its customer's expectations. A mystery shopping partner can deliver business intelligence to your firm and create an efficient measurement tool of your customers' experience. You can build sustainable business success by infusing this information into your company culture and design a long-term vision and strategy.