Mystery Shopping

What is Mystery Shopping?

The principle behind Mystery Shopping is simple. A mystery shopper is someone who is paid to visit a business as a ‘typical customer’. During his or her visit, they will observe and evaluate the customer experience in all its dimensions.

Why Use Mystery Shopping?

  • When location, pricing, and product assortment are no longer unique, service is often the key to success or failure
  • It costs ten times more to obtain a new customer than to keep an existing one
  • One unhappy customer will tell 5 other people of their bad experience with service

Benefits of Mystery Shopping.

  • Monitors and measures customer service levels through a ‘typical’ customers eyes
  • Improves customer retention
  • Identify training needs quickly
  • Ensures standards are achieved and upheld
  • A cost effective way to gain impartial feedback

How to Make the Most of Mystery Shopping Programmes.

  • Let employees know the programme is in place and what is expected of them
  • Have a plan for publishing and using the findings
  • Always use the reports in a positive manner to gain acceptance of the programme
  • Provide rewards for excellent reports
  • Evaluate only things that can be changed
  • Use the reports to target training and operational adjustments

Get in touch today to discuss getting your Mystery Shopper programme in place. Don’t delay.

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