Mystery Shopping
When you need to know what kind of customer service your customers really receive, we'll carry out typical customer tasks to assess the customer experience.
Key points:
- We'll use our understanding of your customers’ needs and goals to interact with your services and evaluate the service your staff provide
- Can be conducted in-store, on the phone or online
- You'll receive video or audio evidence along with a list of actionable recommendations for positive change
- Our mystery shopping evaluations focus upon key customer goals and real customer experience rather than standard customer service questionnaires
Benefits:
- Provides insight into where your staff are providing a good customer experience and where training or additional investment is required
- All mystery shopping evaluations consider your business goals and your customers’ goals to deliver in-depth analysis rather than a check-box approach
- Our customer experience experts conduct the reviews by placing themselves in the shoes of your customers to ensure you get quality feedback
- Our output will include recommendations for touchpoint improvement as well as staff training and performance measurement
Typical uses:
- To provide ongoing feedback on customer experience performance
- To establish customer service benchmarks
- To formulate a customer service improvement strategy
Mystery Shopping is also known as:
- Secret shopper
- Paid shopping
- Secret shopping
- Shadow shopper
