Be unique. Hire a mystery shopper today!
Mystery Shoppers are specialists in the field of mystery shopping and customer satisfaction research.
Our database of shoppers means we can match your typical customer profile, delivering an accurate picture of the customer experience.
We are customer service consultants who work with you to achieve your customer service objectives using mystery shopping and customer satisfaction research.
Mystery Shopping answers a lot of questions for:
You can use mystery shopping as the basis for Continuous Improvement Programs and staff performance management - so you won’t just find out what needs fixing, you will have a program which will change staff behaviour and fix the issues highlighted.
You'll find we have clients in virtually every significant industry so the odds are we have experience of mystery shopping your type of business.
Research shows that it is the quality of human interaction which has the greatest effect on customers' perception of a company. Therefore where there is little difference between competing products or services, quality customer service can give the competitive edge.
High customer service standards enable many firms to charge a premium for their products. Yet in many ways, good customer service can be a nil cost item. So improved customer service is one route to increased profitability.
Repeat business is another key profit-maker. Repeat business comes from ensuring customers are genuinely completely satisfied with - and preferably pleasantly surprised by - the quality of your product. Repeat sales save unnecessary expenditure on advertising and promotion to attract new customers.
It is possible to predict that as standards of living rise, the more quality, convenience and service will become important relative to price. An investment in a strategy of quality customer service now is therefore an investment in greater future profitability Mystery Shoppers can carry out an audit of your customer service operation. 'Mystery Shopping' involves regular sampling of your service, with a report of each survey as well as periodic summaries of what we have found.
The benefits to you are:
o cost-effective method of monitoring your customer service standards
o an efficient way of identifying staff in need of further training
o a regular summary of strengths and weaknesses which can be your action plan
o An effective deterrent against dishonesty, poor service or bad practice
o a way of identifying departments or branches of your business which are under-performing
For sales operations, our agents can ensure that your sales representatives are not only complying with any legal requirements but also with your own policy guidelines.
For franchisers, Mystery Shopping not only ensures that your franchisees are maintaining the service standards you have set but also that they are conforming with other conditions of their contract.