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.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)