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.
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 www.measurecp.com and fill out a form on the contact page.