Customized Training Programmes
Mystery Shopping is a valuable research tool that allows
companies to measure the quality of their service, as seen through
the eyes of Mystery Shoppers who act as "real customers", evaluating
the store, interacting with the staff and completing an on-line
report. Trained mystery shoppers are sent into a restaurant, hotel,
supermarket, or any type of retail store to evaluate their
experience as a paying customer. Mystery shopping is not a spying
mechanism, but an effective tool that allows managers to recognise
weaknesses/strengths, take appropriate action, acknowledge or reward
consistent good performance, and improve the quality and performance
of goods and services.
Benefits of Mystery Shopping:
- Effective ongoing monitoring of customer service levels
within the organisation.
- Fostering a strong awareness of the importance of customer
service in your organisation.
- Motivating your staff to provide a consistently high quality
of service.
- Opportunity to ensure that overall organisational standards
and customer service policies are being adhered to.
- Ability to identify any potential flaws or weaknesses in
your current organisational setup.
- A better understanding of the perceptions you are fostering
amongst your customer base.
We conduct several types of mystery shopping:
- Mystery Visit with focus on the location, facilities,
infrastructure, sales staff and interaction with the shopper.
- Video Mystery Shop - visit that is captured on a concealed
recording device.
- Audio Mystery Shop - visit that is recorded using a
miniature concealed microphone.
- Mystery Phone Call - phone call (usually recorded) focusing
on response times and the service received.
- Accompanied Mystery Shop - visit accompanied by a researcher
who observes the shoppers behavior.
CLICK HERE TO FIND OUT MORE or go to Customer Perceptions website