Although every company should determine what level of service they would like to give their customers. It is the customer who actually determines what level of service has been delivered. Using Mystery Shoppers is the most effective way to measure this.
Mystery Shopping purposes.
Companies want to excel in the quality of service they offer their customers, because great service tends to result in happy and loyal customers. The most effective way to measure the service a company offers, is through the eyes and ears of a Mystery Shopper. They provide ‘first hand’ information of what’s actually happening from a customer’s perspective.
Training needs. Identifying weaknesses in customer sales and service delivery.
Compliance. Ensuring employees are complying with industry legal requirements.
Security. Ensuring employees are being honest when using the till and giving change etc.
Motivation. Identify employees who deserve a reward.
Mystery Shopping Advantages and Disadvantages.
There are more advantages, than disadvantages for companies that use Mystery Shoppers to evaluate their employees, the following are the most common.
Employee advantages.
Awareness of how to treat customers.
Sales and service levels improve.
Recognition for a job well done.
Impartial feedback from a third party.
Employee disadvantages.
Feeling of being spied on.
Not being aware what the company standards should be.
Management use the results to punish, rather than praise.
No action plan on what to do with the results.
Companies that commission Mystery Shopping.
Although any service provider could be Mystery Shopped, the following industry list are the most common users.
Baker shops Garden centres
Banks Greeting card shops
Bars Hair salons
Bathroom showrooms Health clubs
Bed shops Hotels
Book shops House builders
Building society Jewellers
Cafes Kitchen showrooms
Camping Equipment Leisure centres
Car hire Museums
Car showrooms Nurseries
Carpet showrooms Opticians
Casinos Pawn brokers
Ceramic tile showrooms Pet shops
Chemists Petrol stations
Cinemas Pharmacy
Clothes shops Residential care homes
Convenience stores Restaurants
Cosmetic salons Sandwich shops
Deli’s Shoe shops
Dry cleaners Soft furnishings
Electrical retailers Sport shops
Estate agents Supermarket
Fast food chains Tool/Plant hire
Florists Tourist attractions
Football centres Trade outlets
Frozen food shops Travel agents
Furniture showrooms Tyre and Exhaust centres
Mystery Shopping does and will continue to change the way companies use Mystery Shoppers. www.mysterycustomerevaluations.com