Created in the United States, the Mystery Shopper concept evaluates the company’s strengths and weaknesses.There are several ways to evaluate your Shopping Audit is an services, and one of them may be to hire a mystery shopper audit, which can define the direction your company should follow, finding problems and advantages that range from customer service to the moment of finalizing the purchase of the product and/or service. This way, the research can be much more effective.
For managers, it is not always easy to know how all sectors of their company are doing. Therefore, knowing what is or is not right, and even assessing how this may be influencing the company’s numbers, gains and losses, is extremely important. Because of this, and to meet these needs in a more personal and human way, the research can be carried out by a mystery shopper auditor.
Knowing how to value customer experience is, in general, the best way to improve the quality of services. Many of them have customer service issues and, as a result, end up losing customers. Telephone companies, for example, have telephone service that needed to be improved, since, in the last decade, many customers ended up avoiding services and canceling due to the delay in service.
How can mystery shopping help improve company satisfaction for the public?
According to American Express, more than 60% of customers had potential customers about a service but ended up giving up due to poor service. Furthermore, more than 78% of those interviewed (the majority) would be willing to spend more with a philippines whatsapp number data that provided good service. This means that customer experience is closely linked to customer appreciation, as is good service.
Coming from the English term ‘Mystery Shopper’, the mystery shopper audit will be responsible for analyzing the company’s Shopping Audit is an and weaknesses, especially in customer service, and thus providing a diagnosis that allows employees to know what they can continue – and where they can improve.
How does mystery shopping work?
It works like this: the company hires a person who pretends to be a customer and has strong evaluation criteria. And everything goes from the request for the service to the actual completion of the purchase. All of this will be used for a later evaluation, especially with audio and video evidence. This humanization of the survey can be a website for mobile devices in today’ potential reason to boost your team’s sales force.
This type of service can even be contracted by store chains, specifically assessing whether standardization services are followed by all franchises, for example. And an interesting detail: the mystery shopper auditor needs to be an ordinary person! They are usually ordinary people registered in the database of a type of agency, which hires clients depending on the need.
The idea is to treat the customer experience in the most common way possible, without treating them as evaluators and, therefore, receiving standard treatment, as all customers would receive. The difference is that they will a briefing, that is, with a script of what is evaluate.
With the rise of digital marketing, it may be ideal to have a mystery shopper on call via WhatsApp and other social networks. There are many different methodologies, and there are companies that specifically focus on hiring this type of service. After the service, quantitative and qualitative research can out to evaluate the customer experience.
Advantages of hiring a mystery shopper
There are several advantages to hiring a mystery shopper, and one of them is knowing specifically the strengths and weaknesses of your cyprus business directory in an impartial manner, and exactly where you can improve in order to achieve greater satisfaction from the end customer. In addition, they can assess whether the service protocols are being strictly and correctly followed.
In addition to identifying Shopping Audit is anaspects, that is, aspects that can. You can also praise and identify positive aspects. All of this, of course, can contribute to Shopping Audit is an employee satisfaction, thus boosting the sales force! Furthermore, optimization of services, seen from an external perspective, can serve as a guide for customer service.
Remember that mystery shopping can to evaluate any type of services. Sectors of the company, and their critical analysis can ideal and necessary to create better service. More satisfied customers and better sales conversion. A very important tool in marketing, mystery shopping provides the necessary diagnosis to what is really happening with your company.
What should a mystery shopper evaluate?
Conducting different types of assessments also requires that there be different types of mystery shoppers. Because of this, some profiles can depending on the objective. There are mystery shoppers focused on voice auditing, better known as call centers. Those on online channels on social media, and even in-person services. Such as the origins of the service.
In addition to these, there are services for specific needs, focused on accessibility for people with disabilities, for example. The reasons for investing in a mystery shopper go beyond defining. What to do to improve, but can steps to understand. How the branding is being to the client. What image the brand is projecting. In addition, knowing whether the structure (physical or otherwise) is making sense and delivering. What was the company and the client.