Mystery shopping = measuring service quality, performance, and the customer's experience.
The level and quality of service you deliver to your customers is vital to your company's success. Your customers' total experience with your company and your staff dictate whether your company will succeed or fail...whether you will be profitable or not.
Simply having expectations about what sort of experience your customers will have is not enough...you have to measure, you have to inspect. Objective, anonymous, third-party assessments of the customer experience will provide the information you need to ensure that your expectations for customer experience are carried out in reality.
Mystery shopping programs are valuable because...
- Most customers who have unsatisfactory experiences will not complain...they will just never come back.
- Dissatisfied customers are likely to tell many others about their experience, who in turn probably will avoid doing business with the offending merchant.
- The use of mystery shopping to provide independent and impartial feedback reduces any perception of favoritisme in incentive programs.
- Mystery shopping helps determine whether customers' actual experiences are as intended.
- Shopping programs can identify areas of training which need improvement and can identify areas of training that are working particularly well.
