Mystery Shopping Services
One of the most important aspects of your brand is customer service.
You’ve probably already put systems in place to provide excellent customer service. You train your employees, structure staffing for interdepartmental support, and offer solutions for when problems do arise.
But how do you know your customer service efforts are working?
How can you get a real picture of the customer experience?
The answer is mystery shopping.
If you think there might be a gap between customer expectations and your services, it’s definitely time to send an experienced mystery shopper to test them out. Even if you haven’t seen any problems, a well-designed mystery shopping program can reveal insights that help you prevent problems and soar above the competition, earning new customers all the way to the top.
Speaking of competition – you can also turn mystery shoppers on your competition to gain valuable insight. What differentiates your product/services from theirs?
Understanding the Customer Experience
The first step to an effective, insightful mystery shopping program is understanding your goals and the expectations of your customers. Before we ever deploy a mystery shopper, we sit down with our clients to identify customer service strategies taken so far. This gives us insight into your current operations. We also often evaluate the expectations of your customers with surveys or other discovery tools.
Next, we design a mystery shopping protocol that may include shopping the competition, and deploy shoppers who can give you the insight you need. Then we report and analyze so you can take action.