A simple but powerful tool to gather actual client experiences. Mystery Shopping is an effective way of evaluating the customer’s experience within a business. It provides unannounced, anonymous shoppers and records their experience on customized reports. Strategically, it is an excellent way of identifying customer service strengths and weaknesses and, as a result, this process can be used to coach and develop your team and optionally reward staff for exceptional performance. In developing your customized reports we are looking for the most important actionable items that your front line team can put into effect to create “real immediate noticeable change”.
What We Have DiscoveredThe first item was that the quality of the scores that our shoppers give you is an almost perfect predictor of future sales growth. The second was that by simply sharing the completed report with your employees, the scores get better quickly. The reports do all the work, it shows each employee where they did well and where they need improvement.