| Mystery shopping…a term
not many people are very familiar with. But if you’re
in the corporate world and are concentrating on
increasing your sales and improving employee customer
service awareness, mystery shopping could help your
business in a big way.
Are employees on their best behaviour only in
front of senior staff or is their service consistently
good throughout the day?
Is the environment pleasing to a customer or
does it put him off?
Now, thanks to mystery shopping companies, clients
don’t need to do regular checks themselves
to get an idea of how their business is doing.
The mystery shopping industry serves to evaluate
customer service for any company that deals with
customer satisfaction. Anonymous people visit
clients as regular shoppers, evaluate their staff’s
performance and then give feedback and comments
based on their experiences. This is done by completing
custom made forms which are specially prepared
for the client. From this information, their clients
can understand where they are meeting their customers’
needs and where they need to step up on their
services.
Scenarios range from simple observations to dining,
purchases and returns. Our clients decide what
we evaluate. Common evaluations are made in the
following areas:
• Quality Of Service and time taken to deliver
• Appearance Of employees and site
• Attitude of staff
• Hygienic and clean environment
• Overall Perception
• Sales Skills
• Merchandising
Each question, category and overall report are
scored based on a client’s operational standards.
An overall unbiased perception is recorded in
detail. Reports usually include both factual and
opinion based narratives |
