Five hidden benefits that can be obtained from an effective mystery shopping programme:
1) Identify hidden potential – those employees who are quietly delivering a fantastic service to potential customers.
2) Missed revenue opportunities – products and services which the staff have forgotten about.
3) Feedback on how employees ‘live and breathe’ the Brand – this will differentiate the business.
4) Give you a plan for transformational change – Managers develop ‘myopia’ and often start believing the internal hype ’we are the best’. Mystery shopping gives an objective view.
5) Competitor Information – how powerful if you knew exactly how your competitors are performing. The areas that ‘dazzle‘ the customers and the weak areas.
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