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Mystery Shopping

Practicing Customer Experience Management Leads to Positive Customer Satisfaction

Customer Experience Management is crucial in order to turn first-time customers into repeat customers, and even loyal fans.

When a customer’s experience is poor or marked with mistakes and poor quality, he or she is less likely to recommend the business to his or her friends – and every good marketing student knows that word-of-mouth advertising is some of the most effective advertising a business can get. Destroy that and it will destroy a business’ reputation.

It is not hard to find a business that is mediocre at customer experience management. Many consumers are willing to try a new business, product, or service that offers lower prices than the competition. However, if they have a terrible time, they will not only NOT return, but even warn away everyone they can.

There are plenty of businesses that succeed with positive customer experience management. If a customer is unhappy with one business, there is always another that is willing to try harder with a better product and service. So the secret to a successful business is not only a good product or service, but effective customer experience management.

Good customer experience management will often surprise many customers, which is unfortunate, because one would hope it would be the opposite: people would rather be surprised by a poor experience, not a good one.

Good customer experience management can even save a business money. It is a common business adage that it costs more to attract new customers than it is to keep old ones. It takes advertising and marketing to bring in new customers. It takes specials and coupons. It takes a lot of hard work, all to bring in customers. So it doesn’t make sense to provide poor customer service and turn them away. But many businesses spend a lot of their time and money trying to win new customers, but never pay attention to any customer experience management tactics that can keep those customers coming back.

But by focusing on good customer experience management, loyal customers will return again and again. They do not have to be enticed with coupons and specials, marketing and advertisements, and other things that cost money. By reducing those marketing costs, it increases the business’ sales margins and profits.

Finally, a positive customer experience management focus can increase traffic through word-of-mouth marketing. That is, the happier a customer is, the more likely he or she is to tell friends about the great time they had. Their friends will be more interested in trying out the restaurant or store, and traffic will still increase.

The only cost to the business manager was making sure the customer was happy and had a good time. No expensive newspaper or magazine ads, no radio or TV commercials, and no wasting time and resources putting those things together. By just making sure the business is run well and that people are happy is enough to keep old customers coming back and new people coming in.

Mystery Shopping

Practicing Customer Experience Management Leads to Positive Customer Satisfaction


Respondents often ask how they can better maximize their earnings. While it can take a variety of shops to reach your financial targets, it is important to know that Mystery Shopping Provider’s (MSP) entrust higher-value projects to those with a history of making accurate and high-quality submissions. Brands rely on very precise data to make business decisions, sometimes affecting multi-million dollar budgets, thus making it critical for assignments to be done correctly the first time.

Because many programs require you to follow certain criteria as directed by each client, here’s how you can understand all the steps necessary to achieve success.

How can improving quality lead to financial reward? MSPs typically make assignments available to those individuals with a strong record, based on their ability to accurately follow directions. Not only are quality and accuracy critical – timeliness is, too.

To help, we have collected four best practices designed to improve your skills!


1. Tools to Stay Organized

When accepting an assignment, check your calendar and be sure you are available to complete the assignment before or by the due date. Because assignments have deadlines, it is critical for you to finish on time; otherwise, clients lose valuable resources, leading to incomplete and unusable submissions.

Most smartphones today have a calendar feature with reminders and alarms. As soon as you accept the shop, add a reminder so you do not forget to complete it, especially when accepting an assignment in advance. Google offers a free calendar tool, making it easy to manage your tasks, especially if you are scheduling tasks for multiple MSPs.


2. Stay Objective, Don’t Let Things Become Personal

Shoppers are so passionate about their jobs that things can often become personal instead of objective. Scenarios and guidelines provide a framework to your interaction so that the client can focus on the data they are trying to measure. Objectivity and knowledge of the framework will keep your feedback accurate and be of more use to the client. This will help to capture the true essence of an interaction and make your feedback valuable.


3. Document All Steps Required

Most assignments have strict requirements such as keeping a receipt, recording any phone conversations, or visiting during a specified time. Be sure to keep all documentation required to prevent delays or incomplete submissions. Oftentimes, your payment is contingent upon submitting your records; delays can result when not submitting proper documentation.

In addition, be sure to keep backup copies and do not delete any files until you have been paid. This makes it easy to verify and reimburse you for any expenses correctly the first time! Cameras and cellphones make a great way to snap a record of the receipt and keep a digital copy.


4. Communication is Key, Especially When Issues Arise

Things do not always go as planned and sometimes issues come up. Whenever a problem arises, it is important to contact your scheduler as soon as possible. If a short timeframe is available to complete the shop and you are unable to complete the shop for any reason or need clarification, keep the communication lines open and call or email your contact to seek help.

Do not be afraid to raise your hand if you do not understand something or to let your MSP know you cannot complete things on time.

Mystery Shopping

Practicing Customer Experience Management Leads to Positive Customer Satisfaction

Are you wondering what mystery shopping jobs can do for your business? Mystery shopping jobs provide a new type of research that is not widely available in the customer service marketplace today. If you partner with a mystery shopping company that employs a variety of shoppers across many demographics, you can take advantage of each shopper’s unique perspective to gain the clearest possible perspective of your company’s performance. Additionally, mystery shopping jobs can provide a business with both qualitative and quantitative research that can help a company grow in its success.Mystery Shopping Customer Service Experience

First, let’s discuss the types of research information that mystery shopping jobs can provide. Mystery shopping jobs provide qualitative research results by ensuring that the mystery shopper answer open-ended questions about the company and the mystery shopping experience. The questions sought out in a mystery shopping job are structured around helping the business meet its sales and customer service goals. Mystery shopping jobs can also provide quantitative research results. Through specialized research methods of measuring, monitoring, and analysis of operational and customer service standards, precise data can be gathered and analyzed through mystery shopping jobs. This data can then be assessed and turned into actionable results that the company can use to improve performance in sales and customer service.

Next, let’s discuss why mystery shopping jobs that utilize a variety of mystery shoppers from multiple demographics can be beneficial to your business. Believe it or not, very few businesses consider whether the customer service they offer differs according to the personal characteristics of their customers. For example, do customers who are of a minority ethnicities receive as good customer service as white customers? Do disabled customers receive above adequate service and care when they interact with your company’s employees? These types of issues can cross gender lines too. For example, do female customers feel that they’re treated with the same amount of respect as their male counterparts? Age can also be a factor when it comes to customer service evaluations – are older or younger customers marginalized for any particular reason? What about a senior citizen, a college student, a veteran, or a parent – are any of these people treated differently from one another – better or worse – because of their appearance?

There are so many ways that diversity in your customer base can appear, and as a responsible business owner or operator, you want to ensure that all your customers are treated with equal levels of respect. Mystery shopping jobs that employ people of all ages, ethnicities, genders, sexual orientations and other walks of life can provide your business with the clearest picture of how your staff serves your customers.

You may be wondering how a mystery shopping firm can provide your business with such a variety of coverages in research and responses. One way a mystery shopping firm can provide this first hand analysis is by placing shoppers who self-identify using their disability status, religion, ethnicity, age, gender, and sexual orientation into these mystery shopping jobs. Mystery shoppers then visit the business – it can be retail, a dining establishment, or a service provider – to evaluate and report back on their customer service experience.

Besides customer service, and depending on the needs of the business, a mystery shopping job can assess signage, store layout, building facilities like handicap-accessible restrooms, and more. Using open-ended qualitative questions and more data-driven quantitative questions, a mystery shopping job can be used to determine where gaps exist in customer service and sales methodologies, and what can be done to close those gaps.

The level of detail and the type of research gathered are highly dependent on the needs of the business and the types of mystery shopping jobs the business owner wants to employ first. By working with mystery shoppers who feature a wide range of diverse characteristics, better insights can be found into the nuances of what drives sales and improves customer service ratings. The important thing to note is that mystery shopping jobs can be incredibly useful to a business because they use a variety of data gathering methods to find insights into how to improve customer service and sales, by compiling the perspectives of a variety of shoppers and looking for patterns in the results.

Mystery shopping jobs that make a real difference for the firms they work with are likely able to have a positive impact because they are built on a strong foundation. Before hiring a mystery shopping consultant, be sure that the mystery shopping company has a stringent training process in place. Firm guidelines on accepting and training mystery shoppers are a crucial part of the mystery shopping program’s success. It’s never too late to find a mystery shopping job that can help your business take its customer service and sales abilities to the next level.

Mystery Shopping

Practicing Customer Experience Management Leads to Positive Customer Satisfaction

What is brand protection, and why is it important? First, let’s discuss what your brand is. A brand, according to the American Marketing Association, is a “name, term, design, symbol, or any other feature that identifies one seller’s good or service as distinct from those of other sellers.” By the definition alone, it is easy to see why a company’s brand is important. Your brand is what defines you, and what sets you apart from your competition.

Brand protection, therefore, is just another way to build on the success of your business. Think of brand protection as identity theft protection – just as you don’t want a stranger stealing your identity and damaging your personal reputation and finances, you also don’t want your competition stealing your ideas or your image and using it to their advantage, or finding ways to damage your business. Strong, effective brand protection means that you – and only you – are in control of your brand image.SONY DSC

Protecting your brand should be an important aspect of your overall business model, regardless of the size of your company. Small to medium-sized business owners may think that they are not at risk of brand issues, when in fact the opposite is true. It’s as you are building and refining your brand that it is most susceptible to someone damaging the brand – especially companies who are your competitors, and who view your brand as a threat to their own success. Brand protection is as important at this stage of your company’s growth as it is in your long-term future. After all, consider the time and money that you have put into building brand awareness for your company. If another company steals your ideas, or misappropriates your image to their advantage, you should not be flattered. Instead, you should consider the large potential financial loss that your competitor’s brand theft represents, and you should take steps to strengthen your brand protection.

In today’s digital world, online brand protection is crucial. There are many things that you can do to secure your brand image, including filing for a trademark for anything that is unique to your company’s goods or services.A trademark will give you strong legal grounds against anyone who attempts to make money off of anything that is extremely similar to yours. Copywriting your website, marketing materials, and anything else that has to do with how your company is represented is another way you can strengthen your brand protection.

Another way to bolster your brand protection is to register your website domain name and any other iterations of your domain name that are similar to your organization. This goes for website domains that end in .com, .net and .org as well. Believe it or not, there are individuals out there who will buy domain names they think they can sell for a lot of money in the future. Do not be at the mercy of these individuals. Instead, take charge of your brand protection now, and this will protect your business not only now, but in the future as well.

One easy way to get an unbiased look at your company’s online performance and brand representation is to set up Google alerts. With Google alerts, you can be notified on a regular basis whenever a website or news venue mentions a specific product or name. By setting up alerts for your company name, domain name, and any goods or services which are uniquely provided by your business, you’re keeping an eye out for infractions on your brand. If you set up Google alerts, keep in mind that a person or company who is interested in stealing your ideas is most likely not going to use the exact same phrases that you do. So, set up Google alerts for similar company names, goods, and services to yours, in addition to your own specific alerts. This way, you’ll get a full picture of how your brand is represented online, and where your threats are coming from.Successful Business People Showing Thumbs Up.

Online reputation management is an important part of brand protection, and should not be overlooked.Because we live in a digital world, your reputation online is your reputation, period. If your business does not seem viable online, customers will not believe that it is viable in person. There are many things business owners can do to manage, protect, and build the company’s online reputation. The most important thing to do is to create your own content and optimized social media profiles, and make sure your online information is updated on a regular basis. Having a regularly maintained company blog helps with this, as well. Frequently updating your content with optimized keywords will aid in pushing any offending content that appears in search engine results down to the later pages in Google and other search engine results. By following the basics such as creating your own web domains, establishing a strong online presence, updating your social media profiles, blog, and website with new content on a regular basis, and setting up Google alerts will help you manage your online reputation and strengthen your brand protection.

If you want to maintain a high level of control over your brand, you must take steps to keep an eye out for intellectual property theft. Business owners are incredibly busy, and brand protection and intellectual property laws can be complicated and time-consuming to understand and monitor. It may be a good idea to consider hiring a third-party firm who can help you keep tabs on everything that comes with brand protection. After all, there are many tasks that must be completed when it comes to full brand protection. Monitoring threats, understanding if another organization is a threat or is misusing your image, and knowing how your organization is represented online are all important tasks that cannot be overlooked. Seeking the help of a professional can often be beneficial because you have an expert on your side who knows what threats are worth paying attention to, and how to best protect your business in the event that your intellectual property is being stolen or misused..

Mystery Shopping

Practicing Customer Experience Management Leads to Positive Customer Satisfaction

Mystery shoppers are secret shopping customers who follow guidelines to analyze a business, providing valuable insights that can help improve the company’s customer service and customer experience policies.

If you’ve been meaning to look into mystery shopping but have been putting it off, or if you haven’t considered it until now, your timing is perfect. There’s never been a bigger need for mystery shoppers than right now. Successful Business People Showing Thumbs Up. They're happy mystery shoppers!

Mystery shoppers are crucial to helping businesses better execute their customer experience and customer service procedures. With Measure CP, secret shoppers get to perform secret shopping tests that analyze a company’s customer service standards, store appearance, brand standards, and more. Then, the mystery shoppers report feedback from their secret shopping experience, and the feedback is analyzed and turned into actionable data that our clients can use to improve their businesses.

Measure CP’s shoppers receive the industry’s best education and training, which is just one reason among many why Measure CP stands apart from the competition. Mystery shopping is truly a learning experience, for both the shoppers and for our business clients.

For example, in our mystery shopping courses, Measure CP teaches you memory tricks to help you clearly recall the details of the shopping experience. Our shoppers are also fully educated on the company where you’re performing the mystery shop. You’ll be fully aware of the client’s benchmarks, and you’ll also be familiar with our standards of excellence. That way, when you’re performing the mystery shop, you’ll have no doubts about what the company is doing well, and what could use improvement.

Secret shoppers who sign on to work with Measure CP are working with the best. If that isn’t reason enough, here’s another point: mystery shoppers bring in extra income, which is great for the holiday season. What’s not to love about that?

Not only are you helping businesses who want to improve their customer satisfaction ratings, but you also get to earn extra income just for going on a mystery shopping trip. If you’re thinking about becoming a mystery shopper or just want to learn more, call us today.

Mystery Shopping

Practicing Customer Experience Management Leads to Positive Customer Satisfaction

There is a misconception among many business owners that mystery shopping is simply when a secret shopper comes into your location and grades the performance of your place of business. But, mystery shopping is so much more than that. Today, the iterations of mystery shopping are as diverse as the needs of your business. Mystery shopping can certainly tell you about employee performance and the usability of your location’s layout, product displays, and more. Mystery shopping in today’s technology driven world also entails anonymous mobile surveys, anonymous questionnaires, and online mystery shopping – if your business has a website through which your customers can buy goods or services that you provide.Mystery Shopping Customer Service Experience

Mystery shopping also can take many forms depending on the type of business you provide. Another misconception among business owners is that mystery shopping can only be valuable if you’re a retail location or a direct-to-consumer service provider, like a restaurant. However, every business regardless of industry can benefit from some form of mystery shopping.

Businesses which are franchised can benefit greatly from mystery shopping. Are you wondering if a franchisee is buying competitively? Are you curious to see if your company’s uniforms are being worn consistently throughout all your franchised locations. Or perhaps you need to make certain that all your franchise locations are following the brand standards of your business, which can be an especially taxing job if you need to closely analyze signage, uniforms, hours of operation, menus, displays, layout, and more. Believe it or not, mystery shoppers can help franchise owners and franchisees address these concerns, and so much more.

A typical mystery shop may simply have the purpose of analyzing customer service. That’s how many mystery shopping experiences first start out. But, for a franchise owner, mystery shopping takes on a new meaning. Mystery shopping for a franchise most often covers what’s called a brand audit. A mystery shopper who is certified in brand auditing and well-versed in your company’s operations and goals can examine both front-of-the-house and behind-the-scenes. The goals of the mystery shopping experience would be clearly outlined by a thorough checklist, which would impart an analysis of your business’ marketing and advertising, as well as the operations behind the front desk of your company. For franchises especially, brand awareness and perception are a crucial part of your company’s success. If your locations vary in quality or look-and-feel from location to location, who knows what consumer perceptions might be. Mystery shopping can take the guess work out of brand compliance, and gives franchise owners clear insights into opportunities for franchisee improvement.

Brand audits reveal whether a company’s money spent on advertising, marketing and operations is working correctly, out on the streets, to convey the company’s brand in the way it wants to be seen. Regardless of industry – whether your company is in the health and fitness industry, the hospitality and food industry, the hair care, salon and spa category, the retail and shopping industry, or some other service provider such as auto care – franchise owners will want to know if the company’s brand is perceived, or not, the way it should be by consumers. This is especially true on a franchisee level, when each location must adhere to specific brand standards, which may be especially difficult if there are multiple franchisees who may be operating their franchise in a way that is different from the franchise owner’s expectations.  A mystery shopping brand audit will give franchise owners the capability to know all of this, and so much more.

Brand audit services for franchisees also include compliance audits, including age compliance related to alcohol and tobacco sales, marketing message compliance for highly regulated industries, and fair housing compliance analysis for businesses in real estate or home sales. Another aspect franchises can take advantage of when it comes to mystery shopping is online. Most franchises have websites which set certain expectations for consumers on absolutely everything: price of goods/service, look and feel of each location, minimum expectations of service quality, options of goods/service available for purchase, and more. Franchise mystery shopping takes a hard look at the online offerings of your business franchise, then performs mystery shopping tasks to make sure that each franchise location is meeting or exceeding consumer expectations set on the website. Mystery shoppers will outline which aspects your franchise locations are excelling in, and where your opportunities for improvement or expansion are.

Knowing if your business is branded correctly is critical. Just as important, it’s crucial that franchise owners know if their brand is permeating the world beyond the storefront or website, through proper advertising and marketing.  Is the logo and name of your company is being used correctly inside and outside the house in order to portray the best possible brand image to customers? Do online perceptions of your business align with the shopping experience at each franchise location?  How far-reaching is knowledge of your company and what your brand represents? A mystery shopping brand audit will ensure that everything is running according to the company’s marketing and operations strategy.

Best of all, mystery shopping brand audits help franchise owners strengthen their brand. Gaining customer trust and loyalty is so closely tied to the consumer perception of your brand. A franchise’s brand is a combination of well-designed and consistent marketing collateral, consistent logo usage, the standards of customer service, the consistency of customer experience across physical locations and across the franchise’s website, and the quality of the goods or services your franchise business provides.  Customers will return to franchises and companies in large part because they trust the brand. They have no doubts as to what they will get when they walk into the doors of a store whose brand they know and trust.  Mystery shopping will show franchise owners exactly how the brand is represented to consumers, and will help your company gain the trust and loyalty that is crucial to your long term success.

Franchise owners who take advantage of mystery shopping gain the necessary information to make changes, and bring their business to a position where each customer will inherently trust your brand and grow in loyalty.

Mystery Shopping

Practicing Customer Experience Management Leads to Positive Customer Satisfaction

In today’s business climate, mystery shopping firms protect a company’s most important asset – the customer experience.

For B2C companies, there is nothing more critical to success than fulfilling the brand promise. Sadly, most companies invest more money and effort in their marketing plans and store fixtures than they do in the front-line staff who do more to fulfill that brand promise than anyone else in the organization.

Real-Life Training

Whether it is the food service industry or retail, most front-line employee training looks something like the following:

• Day 1: Employee fills out paperwork and meets the team. At larger companies, the employee may watch some training videos.

• Afterwards, the employee shadows co-workers (who have received the same caliber of training) and spends some time with shift supervisors and managers, learning the ins-and-outs of the tasks associated with the job, like working the cash register, how to serve customers, and so-on.

• As soon as possible, the new employee is pushed out on the selling floor, forced to sink or swim and develop habits that will get him or her through the day. If there are no disasters and the employee shows up for work on-time, the training is deemed a success.

• From this point on, the employee will train subsequent new employees and be evaluated on whether or not key metrics, like new credit accounts or menu up-sells, are being met.

Some companies do a better job at preparing employees for the sales floor, but not many. Companies like Wal-Mart, whose success is based on being the low-price leader, can get away with a “good enough” attitude towards customer experience – customers will excuse the experience if the price is low enough.

But companies like Apple depend on the quality of the customer experience, and would soon lose customers in droves if they stopped investing in it. Apple’s ability to create a nearly unbreakable relationship with the customer is the key to success.

There are very few Wal-Marts and Apples out there, which means most B2C companies fall somewhere in-between. The trouble starts when the in-between companies behave like Wal-Mart and ignore customer experience in favor of slick marketing or some other strength. Employees are “trained” as in the model described above.

Other companies talk like Apple, but lack the commitment to truly execute Apple’s cult-like business model.

Once the marketing budget is cut or the strength is neutralized, what happens? That is when the in-betweeners get customer experience management religion. They put together committees who quickly discover that they have a host of dissatisfied customers who have abandoned their brand due to neglect.

Effective Customer Experience Management

Mystery shopping firms are the best defense against corporate complacency when it comes to customer experience management. Rather than paying lip service to the customer only to focus on more credit account conversions, committing to a third party audit of the customer experience puts a company’s money where its mouth is.

Here are a few examples of why a mystery shopping provider is a better conduit for understanding and improving the customer experience:

• Mystery shopping evaluates the customer experience in a real-life setting: When a front-line employee is with a trainer, she is on her best behavior, doing her best to remember all the things that go into properly executing the tasks being evaluated.

Mystery shopping firms send shoppers into real-life situations, where products are bought and sold in real-time. It is only by doing this that a company can get a true gauge of what their customers go through.

The front-line employee, having no idea he is being evaluated, will do the things he or she does when no one is watching – whether good or bad.

• Mystery shopping provides a standardized measurement across a network of locations: Let’s face it, a store manager or district manager doesn’t want to be the bottom feeder in a chain store environment, and that desire to succeed can lead to loose standards when it comes to scoring locations on evaluations.

Mystery shopping firms eliminate any kind of bias in evaluating by a) not having an emotional stake in the scoring of locations; and b) by having a standardized instrument that is used across the entire network of locations. When these two factors are coupled, B2C companies are equipped with a powerful tool for taking a crystal clear snapshot of the customer experience. Thus equipped with a new vantage point from which to see their operation, companies can make critical adjustments in how their stores and people interact with the customer.

• Mystery shopping firms provide powerful reporting tools: When evaluations are completed in a willy-nilly fashion across a network of locations, the results cannot be compared side by side. There is no integrity in the data.

Mystery shopping firms are uniquely suited for providing a suite of reporting tools that give B2C companies a 3-Dimensional view of their operation. Because the mystery shopping provider is using a standardized instrument with no emotional stake in outcomes, the data can be trusted and analyzed in the following types of reports:

o Rank by location by overall score

o Rank by location on a question-by-question basis

o Rank by employee

o Trending over time

o Recommended follow-up training

o Hierarchichal reporting that is designed for the C-Suite down to the store level

Mystery shopping firms work with clients to design reports that are the best fit for the B2C company’s goals.

In addition to traditional mystery shopping methods, where mystery shoppers visit the location, observe, then complete the survey offsite, a growing number of mystery shopping firms use hidden video technology to capture the most objective view possible of the customer experience, with high quality sound and imagery.

In a highly competitive world where almost all B2C companies sit somewhere between Wal-Mart and Apple, keeping a vigilant watch over the customer experience is the best way to grow and protect market share.

Mystery Shopping

Practicing Customer Experience Management Leads to Positive Customer Satisfaction

Mystery shopping has a variety of purposes outside of traditional retail shops.  Automotive after sales mystery shops offer a valuable look “under the hood” of a company’s service operation…but only if the right partner is providing the mystery shopping service.  Just as there are all kinds of car salesmen, there are many kinds of mystery shopping providers out there, making a variety of claims about how they can help you improve the customer experience.

mystery shopping

At Measure CP, we’ve done enough automotive after sales mystery shops to know what to look for in a prospective vendor.  Here are five questions to ask before you let any mystery shopping company on your lot:

#1: Can you match my demographics? Shopper pools for nearly every mystery shopping provider skew heavily towards females.  If you are looking for a predominantly male shopper pool for your after sales mystery shopping program, dig in on this question. If a mystery shopping provider is unable deliver on your demographic, then move on to the next candidate.

Also, when exploring the question of demographics, find out how the prospective mystery shopping provider handles alternates.  Do they have a deep bench of qualified shoppers to take the place of anyone who may quit (quitters are called flakes in the business) in the middle of the program?  Because we are dealing with people, flakes happen, and the best mystery shopping providers plan for them.

#2: Do you handle everything in-house?  Does the prospective mystery shopping provider handle scheduling, editing, and video in-house, or are they at the mercy of a third-party vendor?  This question is vital because with every step that is covered by a vendor, your prospective partner has that much less control over the operation, which can cause crippling delays when the inevitable glitch occurs.

Have the prospect walk you through each step of the operation.  How does project management work?  How does scheduling work?  How do shoppers report their results?  How does editing/QC work?  What is at stake here is the overall quality of the solution.  Each vendor means another communication handoff, which jeopardizes the ability of a mystery shopping provider to respond quickly to problems.  At Measure CP, we do everything in-house, maintaining control over every facet of the program.

#3: Do you have automotive experience?  Automotive after sales mystery shopping programs are very complex operations that can literally span the continent.  Having an untested partner at the controls is a risky proposition.

Have a prospective mystery shopping provider walk you through their automotive experience, and look specifically at how they certify shoppers and onboard vehicles.  If they have never performed automotive after sales shops, see if they have done ANY after sales shopping programs.  Measure CP has developed a detailed checklist for clients that helps anticipate bureaucratic red tape that can bring a program to a stand still.

#4: Are you a national or regional operation?  If your program will include an audit of dealerships spanning the entire country (not to mention international locations), you want to make sure your prospective partner is skilled at dealing with a program of this scale.

A regional mystery shopping provider may be just fine for handling a particular portion of the country, but if they are not well versed in something as basic as video recoding laws, for example, it could end up costing you a lot of money in fines and lawsuits.  Smaller mystery shopping providers tend to rely on third party vendors for overflow work, which could also affect the quality of their solution for you.  Measure CP’s experts know the automotive industry, and will help you avoid costly pitfalls.

#5: How do you communicate?  Communication is perhaps the most vital critical success factor in an automotive after sales mystery shopping program.

Because these programs are so complex, things never go exactly as planned.  This is where effective communication is key.  Is the prospective mystery shopping provider pro-active?  Do they hold onto information too long?  Do they shoot from the hip and do things on their own without consulting you?  These are only a few questions to ask, and they provide a perfect platform to setting expectations at the outset of the program, rather than having to learn the hard way.

For the utmost confidence, choose a mystery shopping provider that can confidently answer all of the questions outlined above.  It is imperative that you have experience on your side and get the detailed checklist of critical success factors needed to allow you to provide your customers with the best service.  Contact Measure CP today and speak to one of our automotive specialists about your next after sales mystery shopping program.

Mystery Shopping

Practicing Customer Experience Management Leads to Positive Customer Satisfaction

Mystery shopping provides immediate and ongoing feedback that training companies can use to not only prove the effectiveness of their work, but also show where additional training may be needed. When your training company is hired to boost weak sales, how do you prove that your solution fixed the problem? Do you point to increased revenues? Performance reviews? Customer satisfaction scores? Those are all good metrics, but take time to collect and analyze. Measure CP’s mystery shopping services can be your definitive answer.

mystery shopping

Training Companies and Measure CP, How it Works:

1. Discover: This is where the critical success factors of your company’s training program are unpacked and understood. For example, what needs to be happening that was not happening previously? 2. Design: Once the experts at Measure CP understand what is expected, they will design the mystery shopping survey for each shopper to use to evaluate the customer experience. These surveys will be submitted to your company for approval prior to any shopping activities. 3. Develop: During the discovery phases, Measure CP will create a composite of what your company’s average or ideal customer looks like. This information will be used to recruit shoppers who will be trained to perform the mystery shopping activities needed. 4. Deploy: The final step is the launch of the program. From here, shoppers will interact with your staff, collect their findings, and submit the findings. The results are collected into various reporting tools that are customized for your specific needs.

Three Benefits of a Good Mystery Shopping Program

1. Provability: Many clients point to Measure CP as an independent, third party verifier of their solution, giving them an extra layer of credibility with their clients. 2. Value Add: Other clients white label our services as an additional service. 3. Consistency: Performance reviews can be subjective. Revenue growth/loss can be deceiving. Customer satisfaction scores are infrequent and unscientific. But, a well-designed mystery shopping program provides statistically valid objectivity that is impossible to refute.

The value in adding an effective mystery shopping program to an existing training program is undeniable, especially in the reporting. Good reports tell a thousand stories: they identify super-stars, they point out good and bad managers, and they show exactly where the training is or is not being followed.

To learn more about how Measure CP is helping training companies retain their clients and grow revenue through mystery shopping, please visit and fill out a form on the contact page.

Mystery Shopping

Practicing Customer Experience Management Leads to Positive Customer Satisfaction

Mystery shopping may sound simple on the surface – send a secret shopper to your store and have them report what happened. Easy, right? But, as you may have guessed, there is a lot more to mystery shopping than meets the eye. Measure CP has developed a highly advanced secret shopping program that approaches the customer experience systematically.

Mystery shopping is a great way to earn extra money for the holidays or to shore up your budget.

Apply to become a mystery shopper

Our modern, detailed mystery shopping programs include traditional in-person mystery shops, mystery shops via phone, and even online mystery shops. All data gathered from our mystery shopping studies is housed in our exclusive online portal, where clients can access all the information gathered by Measure CP in addition to suggested next steps necessary to grow sales.

One aspect of mystery shopping that many business owners may not consider is that the mystery shoppers who visit or call your business should mirror the demographics of your actual customers. A professional mystery shopping company can help discern this information and ensure that your sales processes and staff people are working in the ways that best serve all of your customers.

Secret shopping can also involve checks for compliance with brand standards, which can be additionally beneficial if your business has multiple locations. As a business owner or manager, it is impossible for you to operate your business in addition to overseeing every single discrepancy between your business guidelines and what is actually happening in each of your locations. When you work with Measure CP, we will determine answers to the questions that are important to your business and your brand.

Secret shopping is so much more than simply sending a secret shopper to your business. Measure CP mystery shopping programs determine how your customers see you and interact with your brand. We will report our findings to you, plus we provide the value-added service of calling out areas of strength and weakness in your business’s customer-facing operations. The shopping program Measure CP develops for your business will be customized to your needs, and the data we gather will be meaningful to your business and your bottom line.

Mystery Shopping

Practicing Customer Experience Management Leads to Positive Customer Satisfaction

Mystery shopping is essentially a mirror which reflects the reality of front-line customer interaction and how the company brand is interpreted by the customer. For small to medium-sized businesses especially, building a brand can be difficult and takes a lot of time. There are many things that play into building a brand – everything from your logo to your signage to your employees’ uniforms. There’s even more to consider when you think about how your brand image is created and interpreted in the minds of your customers. A mystery shopping program can help you determine if your brand is being projected correctly.

Mystery shopping programs can help you discover a variety of things that would be incredibly difficult to find out on your own. For example, let’s say that your business has multiple. Building a strong brand image requires there to be consistency between all your locations in the appearance of your stores and in the attitudes of your staff. It may be difficult for you to determine if this is the case if you are working on your own. Deploying a mystery shopping program can provide the unbiased experts you need to ensure your high standards are being met company-wide.

For example, a mystery shopping program can examine questions such as: Do the locations of your business look consistent from store to store? When a customer walks into one location then visits another at a later date, are they greeted with a welcoming, professional attitude each time? Do your employees across all locations dress in the appropriate uniforms and attire, and do they follow the same rules of decorum expected of all staff? A mystery shopping program can identify the answers to all of these questions, and more. And perhaps more importantly, a mystery shopping program will use questions like these, and a plethora of other questions, to determine if your brand standards are being met aesthetically in your stores as well as in the attitude of your staff.

Mystery shopping can help reinforce a company's brand image.If you are interested in measuring your brand image over time, consider employing a mystery shopping program on a yearly basis. The first step in this process would be to work with your mystery shopping program to identify what is successful about your business and what areas need work in order to increase sales. Then, on a yearly basis moving forward, the same things would be analyzed in order to measure improvement. As your mystery shopping program helps you build your brand, your sales will build as well.

A primary benefit of working with a mystery shopping program is that mystery shoppers see what you are not able to, and experience your company from the customer perspective. In order to build and protect your brand image, it is important to communicate with customers in the ways that work best for them. Mystery shopping can help you find ways to engage your target audience so that you can keep existing customers and find new audiences too.

Mystery Shopping

Practicing Customer Experience Management Leads to Positive Customer Satisfaction

Has your business ever used a mystery shopper? If not, now may be the time to see what a mystery shopper can do for your business. A well-trained mystery shopper provides insights into how customers see and interact with your business. Measure CP was founded as a mystery shopping company. While our services have expanded beyond mystery shopping alone, providing businesses with mystery shopper services is something that will always be a part of our company.

Is your business performing well? If not, what do you need to do to improve? And, if your business is performing well, there are still likely ways you can build upon your current growth. One of the many aspects of your business that a mystery shopper can help you analyze is how your business sales are affected by your employee’s performance.

If you are a business owner or manager, your employees are likely on their best behavior when you are nearby. Additionally, perhaps there are aspects of employee performance, such as the way employees are trained to approach a customer, that could be improved upon. A mystery shopper can discover these issues and help your business make improvements that drive sales.

Mystery shopping can help discover your employee performance strengths and weaknesses.A Measure CP mystery shopper is highly trained and incredibly observant.

By following our proven methods, mystery shoppers identify any potential issues with employee performance, employee behavior and demeanor, and anything else that may influence a customer to buy or to walk away. Through our successful mystery shopping program, Measure CP successfully measures your company’s processes and protocols.

We will determine how your customers interact with your employees, and whether these interactions are producing actual sales. If there is room for improvement in the way that your employees project your brand and interact with customers, we will identify the opportunities available. We also go the extra mile to suggest tactics for putting these ideas into practice.

Stellar employee performance is crucial to the success of your business. But are employee interactions with customers driving sales? The Measure CP mystery shopping program discovers what is truly driving customers to make a purchase, improving your employees’ performance and in turn driving sales for your business.

Mystery Shopping

Practicing Customer Experience Management Leads to Positive Customer Satisfaction

Mystery shops can help a business better understand and develop their brand image consistency, customer perspective, employee effectiveness, and so much more. Does your business have multiple locations, or franchises? One challenge that multiple-location businesses have is maintaining quality and brand standards at a precise level.

Employing a mystery shopping program gives business owners and operators an unbiased perspective on their business regarding brand consistency, quality control and the level of workplace professionalism.

Mystery shops inspect what your business is doing and how it is operating for customers. What do you need to be aware of as a business owner or operator? If your business has multiple locations or franchise opportunities, mystery shops should be an integral part of your quality control program.

There’s no way for a business owner or operator to be at every location at once, especially if the locations of your business are in different cities or states. Mystery shops audit the quality and consistency of each of your business locations, providing clear insight into how your brand is being presented to customers by your employees, signage, website, and more.

Mystery Shops help businesses develop brand consistencyMystery shops can confirm whether the dollars your business is spending in advertising, sales, and operations are transferring to a measurable return on investment.

Mystery shops can either be done openly or covertly, and provide a clear picture of how your business is being presented in each of your locations, as well as online and over the phone. Brand consistency is crucial to the customer perspective of your business, and a positive customer perspective is crucial to long term success.

Secret shops can find any inconsistencies that may exist between store locations, and as a part of working with MeasureCP, you will receive detailed recommendations on how to make those inconsistencies disappear for good. Don’t spend your valuable time waiting – contact MeasureCP today and find out what our mystery shoppers can tell you about the consistency and quality of your brand.

Mystery Shopping

Practicing Customer Experience Management Leads to Positive Customer Satisfaction

A mystery shopper can provide crucial pieces of information and insight that you may not be able to obtain any other way, especially in the retail or service industry. If you are not familiar with mystery shopping, the basic premise is that a mystery shopper would use your company’s services just like any other customer – that goes for in-store shopping, website browsing, or even shopping over the phone – and the mystery shopper would then provide feedback on their shopping experience.

MeasureCP’s mystery shoppers help businesses understand what is happening inside the walls of their own company. Mystery shoppers do what you as a manager cannot do – they “inspect what you expect” and report back on their findings, providing you with unbiased feedback that you may not be able to obtain on your own.

When management surveys employee behavior, they often get a biased view on customer/employee interactions. That is because employees are always on their best behavior around managers, so it is impossible to see what is happening when management is not close by. Additionally, some customers may be dissatisfied with an aspect of your business or their shopping experience, but speaking with management is not necessarily a comfortable experience for many customers.

Want to know what your store looks like through your customers' eyes? Hire some mystery shoppers.

Want to know what your store looks like through your customers’ eyes? Hire a mystery shopper.

A mystery shopper can solve problems like these by providing a subtle, unbiased perspective of the customer experience provided by your business.

A mystery shopper plays a crucial role in evaluating your company’s customer service, brand experience, and the overall consumer experience the customers in your business receive. If you find yourself wondering questions such as: Is our staff properly trained to interact professionally with customers? Are our employees acting as our brand ambassadors? – then MeasureCP’s mystery shopper program could be the right solution for your business.

Measure CP’s  mystery shoppers include traditional in-person mystery shoppers, telephone mystery shoppers, and even website mystery shoppers. The results from our mystery shoppers’ experiences are logged into your client portal, and you can access easy reporting tools that will help you clean up and interpret the data. Plus, MeasureCP’s team of customer service specialists will help you determine next steps, so your data becomes actionable and helps your company hone your customer service skills.

You may think you understand your customers’ perspectives, but hiring a mystery shopper to gain a deeper understanding of the customer experience at your business may reveal new and useful information. If you need to know what your customers are thinking, a mystery shopper may be the perfect solution for your business.

Photo credit: Konglimahs (Wikimedia Commons, Creative Commons 3.0)

Mystery Shopping

Practicing Customer Experience Management Leads to Positive Customer Satisfaction

Mystery shopping reveals one thing above all else: consumer perspectives.  What keeps a company, a store, and a corporation in business? It’s the people. It’s the clients who keep coming back, who want to refer their friends to this gym or that restaurant or this automobile service shop.  Whatever the business may be it is the people that make it successful.

So what can you do, as a business owner or manager, to ensure that your clients return to your store, airline, hotel, restaurant and so on, and refer their friends to you, as well?  You can hire a mystery shopper.

Mystery shopping will give you clues and answers to the holes in your business strategy, and give you tips on what needs to be tightened up and reworked to make your customers come right back next time they wonder which coffee shop to go to, or which dealership to  visit to purchase a new car.  A mystery shop will give you the insight into what your customers see and experience each and every time they walk through your door, allowing you to make changes and adjust according to what you discover they enjoy, like or dislike about your business.

Mystery shopping helps you understand consumer perspectivesThe mystery shopper will come into your store undercover and interact with your staff, listening and gathering information about why clients choose to come to you. He or she will talk with your employees and experience customer service first hand, and hopefully be wowed by the employee’s kindness, knowledge, and interest in the customer. The mystery shopper will look at your equipment to see how it is working, note whether the bathroom is kept clean and if the environment is welcoming and genial. Through this information, a business will be able to clearly understand and discern business reputation and image based on their own consumer perspectives.

Mystery shopping opens the door to the mind of the consumer. It points your company in the right direction to bring your customers back time and time again. The perspective, or way in which your customers view your company, is absolutely necessary to understand.  How else will you know why they enjoy your store, or why you are losing clients faster than you can blink?

Mystery shopping gives that necessary insight into the “why” of your consumers’ actions. Why do they buy your product or service? Why do they tell friends to come to you and not another store?  Mystery shopping can tell you all of that.

Enjoy peace of mind about the operations of your business and your customers’ loyalty by hiring a mystery shopper today. Consumer perspectives bring in the business, so take the time and effort to find out what they think and make them come running back to you.

Mystery Shopping

Practicing Customer Experience Management Leads to Positive Customer Satisfaction

While both brand audits and mystery shops help a company or corporation expose its weaknesses and strengths, the holes in its operations and the areas that need improvement, a brand audit asks a shopper to go deeper.

As a brand auditor, you will be asked to delve into more than just the setting, cleanliness and customer-employee interaction; you will be given a checklist, which will prompt you to evaluate and analyze everything from the appearance of the logo and marketing collateral within the store to the positioning, perception and reputation of the brand out in the field to the employee interactions and knowledge to the basics of compliance rules and more.  Now, that does not mean you are under qualified or that it will be too difficult for you. It simply means you will be asked to go above and beyond a typical mystery shop, while performing a brand audit.

Brand audits versus mystery shopsBrand audits look further into the marketing elements, brand structure and differentiators, the brand’s personality, and position inside and outside the storefront.  On the other hand, a mystery shopper is asked to look more at the topical, physical aspects. Some examples are customer service, overall environment, tidiness and sanitation of the store, and clients’ responses to their experience in general.

The following are some of the basic differences between brand audits and mystery shops:

Overt or Covert

Unlike mystery shops, brand audits can be either overt or covert.  Brand auditors will usually go into the store, office, hotel, gym or restaurant and make themselves known to the employees and managers before they continue on with their audit.  There is a possibility that the auditor will be undercover and equipped with microphones and video cameras just as a mystery shopper is during his or her shop.

The Checklist

Brand audits require auditors to look at a whole array of specific items; on the other hand, mystery shoppers are asked to evaluate their experience across the board with the employees, services, and atmosphere. The checklist will guide the auditor through the process, so nothing is left untouched.

Dive In Deeper

Mystery shoppers typically report on their experience, while brand auditors look at marketing strategy and budgeting, brand positioning in and out of store, the personality of the brand, what makes this brand unique and different, how the logo looks, and the particular qualities of the brand.  All of these components are listed in the checklist, so auditors have no need to worry about missing some aspect of their brand audits.  In addition to the marketing and positioning of the brand, brand auditors may be asked to perform compliance audits, which include age compliance in relation to the selling of tobacco and alcohol, marketing messaging compliance and fair housing compliance.

Despite the differences and the deeper level of analysis required by brand audits, together mystery shops and brand audits can help a company make necessary changes and build its strengths.


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Mystery Shopping

Practicing Customer Experience Management Leads to Positive Customer Satisfaction

Audio mystery shopping is a must-have marketing item, especially for companies with an emphasis on customer service or HR.  In fact, any company that questions the way their employees interact with customers during a phone call or basic transaction can benefit from the audio mystery shopping services provided by Measure CP.

Standard mystery shopping gives visual details of a customer interaction, but sometimes what a client needs is to listen in and hear the details of what’s actually going on.

A call center operation is a great application for audio mystery shopping.Want to go back and review the tone of an employee’s voice? Want to know how customers feel about customer service representatives or HR services? Want to listen to what questions were asked by the mystery shopper to see if etiquette was followed? Want to discover more ways to boost strengths, and lessen weaknesses? Let Measure CP help.

Through Measure CP’s audio mystery shopping services, a client is able to listen to the audio from the interaction between the customer and the mystery shopper.  This can be done to grade a telephone conversation or give the full experience of a physical in-store mystery shop.  Measure CP’s mystery shoppers are fully trained to provide clients with the ability to view the traditional mystery shop within a full reporting suite, offering a variety of reports. With audio mystery shopping, the audio from the phone call or shop can be streamed to the client, and can also be downloaded.  As it is with a traditional shop, the audio remains live in shop form for 30 days.

To perform an audio mystery shop, mystery shoppers are equipped with a digital recorder placed in the area calculated to best capture the conversation in high quality. From here, all interactions during a mystery shop are recorded and the evaluation process can begin.  Audio mystery shopping will give insight to a client, allowing them to view how processes and protocol are proceeding, and whether or not there is something that needs to be adjusted.  Measure CP keeps clients compliant and is able to provide legal compliance paperwork for Two-Party states.

With Measure CP’s audio mystery shopping services a client will better grasp the strengths and weaknesses of its operations, giving them the ability to analyze the steps needed to augment business and grow stronger as a company.

Photo credit: State Farm (Flickr, Creative Commons 2.0)

Mystery Shopping

Practicing Customer Experience Management Leads to Positive Customer Satisfaction

Corporations should make brand protection an integral part of their sports sponsorship packages, not only as a way to make sure their brand integrity is maintained, but to ensure the teams and events being sponsored are meeting their obligations of the sponsorship contract.

Large corporations will often be involved in several sports sponsorships, as well as many high dollar sponsorship packages. Consider what goes into sponsoring an NFL team, a motor sports team, or even an entire sporting event. Often hundreds of thousands of dollars are spent per year on a single team or event.

A London Underground train decorated to promot...

A London Underground train decorated to promote London’s Olympic bid. (Photo credit: Wikipedia)

For example, anyone who watches the Indianapolis 500 this weekend will notice several things related to sponsorships:

  • Everything has a name — the Izod IndyCar series, for example.
  • There are sponsor names on a driver’s car and his or her firesuit. Some spots on the car and suit have more value than others — side pods on the car, and larger sponsor patches up near the driver’s face, as well as the driver’s hat.
  • The drivers will use the name of the sponsors and their cars, like James Hinchcliffe referring to “the number 27 GoDaddy car” in interviews.

While teams will do everything they can to honor their sponsorship agreement, the companies still need brand protection to make sure that the agreement is followed exactly. An agency that specializes in brand protection can monitor whether a team has placed their logos in the correct places, is using them properly, and not overusing them or misusing them.

A brand protection agency can also police a sporting event to make sure that sponsor messages aren’t being overused or misused. In fact, the 2012 London Olympics actually hand “brand police” provide sponsor and brand protection, by making sure someone wasn’t misusing the Olympics name, or sneaking in sponsorship messages when they weren’t allowed.

The brand protection agency can even provide auditing documents when the event is over, or on regular intervals of the contract, to help ensure all aspects of the contract are being properly followed.

Corporate sports sponsorship is an important marketing investment. To be sure companies are getting their return on investment, they need to work with an agency to make sure everything is being done properly. A brand protection agency can provide the necessary documentation and support to help corporations know their obligations are being met.

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Mystery Shopping

Practicing Customer Experience Management Leads to Positive Customer Satisfaction

Hiring a mystery shopper to visit a supermarket can give managers valuable insight into their customers’ experience and views, without conducting expensive (and sometimes ineffective) focus groups.


Supermarket (Photo credit: david.alliet)

Working with a mystery shopper agency means sending several shoppers to the store so they can measure different factors that management wants to focus on, and provide objective, anonymous feedback about the store and their customer experience.

While focus groups can give in-depth feedback about their experience, they are not always as effective as a mystery shopper because:

  • The group is a small sample size. Only a few shoppers are speaking for an entire customer base. Several shoppers can visit a store several times over a longer period of time.
  • It is hard for people to provide objective feedback face-to-face, such as in a focus group, so they soften serious complaints, sometimes rendering them unimportant.
  • They do not want to bite the hand that feeds them. They know they are speaking about “their” store, and may hold back.
  • They overthink things. In an effort to provide the best feedback, they focus in on very small details that actually are not that important, which can cause managers to lose focus as they chase those unimportant details.

Using a mystery shopper avoids these problems. For one thing, a mystery shopper is usually limited in the areas they can cover. If a supermarket wants to focus on the selection and stocking of the shelves, they will not be subjected to a 30 minute discussion about shopping carts for kids.

A mystery shopper can look at employee behavior. Employees behave differently when management is watching. But what about during the overnight shift, or when the manager is in another part of the store? Are employees providing good information and service, or making pleasant conversation with customers? The mystery shopper can provide that kind of information.

Focus groups are usually only qualitative. That is, they only provide descriptive information. But for ideal marketing research, a mystery shopper can provide quantitative data used to measure trends, determine performance issues, and even find the need for additional training.

Mystery shopping in a grocery store will usually consist of a mystery shopper making their usual rounds through the store, selecting the products they need or products that store management wants them to purchase, visiting a particular section, and then making their purchases. The shopper will go home, file a report with the mystery shopping agency. From there, the report and data will be sent off to the supermarket’s corporate office for further action.

Mystery shopping a supermarket is an effective way for the large chains to monitor how their individual stores are doing on certain key performance indicators, and to measure whether they are meeting corporate expectations. By working with a mystery shopping agency, stores can easily and effectively find the information to help them improve their customer experience, win loyal shoppers, and increase total sales.

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Mystery Shopping

Practicing Customer Experience Management Leads to Positive Customer Satisfaction

Mystery shoppers work for a great many service industries and fields. One area where mystery shoppers can provide valuable feedback and information is the airline industry. Airlines are often in need of more feedback beyond regular customer complaints and measuring take off and landing times. Here are a few reasons why airlines should consider working with mystery shoppers on a more regular basis.

1. Mystery Shoppers Can Provide Unbiased Feedback About Staff Performance

Too often, the only time airlines hear from customers is when the customers have a complaint. So the airlines know all too well when people are not happy. But those complaints are not always accurate. People tend to inflate their outrage if they think it will help them get better service, or if they want to hurt an airline’s reputation. And what about all those times people were perfectly happy with their travel, and said nothing?

Mystery shoppers can give an unbiased look at a trip through the eyes of a traveler and let the airlines know what a trip was really like. They can report on flight attendant performance, cleanliness of the facilities, and whether in-flight calls for assistance were answered.

2. Mystery Shoppers Can Check On Competitors

Picture of a TAM Flight Attendant working.

Picture of a TAM Flight Attendant working. (Photo credit: Wikipedia)

Airlines can check out the competition with the help of mystery shoppers. By working with a mystery shopping agency, they can send shoppers to other airlines to see how they are performing. They can see how the airlines do in different service areas, and either seek to match or even improve on what the competition is doing. This lets airlines remain competitive, while still ensuring their own passengers are satisfied.

3. Mystery Shoppers Can Ensure Airline Staff Follow Proper Procedures

There is an old saying in the mystery shopping industry that “when the cat is away, the mice will play.” In other words, when management is around, the staff is on their best behavior. But a mystery shopper is not known, and so they can gather more accurate information. Are staff doing the appropriate walkthroughs? Are they serving beverages and snacks? Are the pilots providing periodic updates? While the FAA places inspectors on flights to find more of the detailed and industry-specific information, there may be some airline-specific requirements that mystery shoppers are able to observe.

Working with a mystery shopping agency is an important way for airlines to know they are doing the best work possible: they get unbiased feedback, they can see how the competition is doing, and they can ensure that all airline staff are following the company rules and even governmental regulations.

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