How you can Enhance your customer satisfaction with Mystery Shopping
The insight that Mystery Shopping can bring to customer relationships and business processes is worth a thousand in-house performance reports. More and more businesses from all industries are recognizing how mystery shopping can give you a real-time snapshot of the customer experience that in normal circumstances may go unnoticed and therefore be causing damage to the return on investment and sales opportunities of your company. The mystery shopping research system can help you streamline procedures, reduce inefficiencies and differentiate the customer experience in order to enhance brand, increase profits, and boost customer retention.
And that’s just the start
In the 21st century, all industries, not just retail, are looking for ways to track the most important relationship in the buying process: the customer-employee interaction. These contacts can be so hard to monitor individually on a daily basis – but for any organization, if they go unchecked, they can mean the difference between success and failure.(Mediocrity)
For instance, employee attitude could be reducing sales, lack of customer care could result in a loss of customer loyalty to the brand. If an employee fails to keep to an approved script, or target customer journey then the opportunity to promote the brand and take advantage of associated sales could be missed. Good customer skills can overcome accepted processes even if they are antiquated, slow and frustrating for your customers , these vital skills can be identified using mystery shopping.
The resulting reports from Mystery Shopping give you a clear view as to how your service is performing on the front line. But what puts it above in-house performance reports?
The benefits of mystery shopping
- It is totally independent.
- It brings into your business “the voice of the customer”.
- Streamlining processes and the customer experience can lead to greater customer retention and more conversions to sales and reduce operating costs.
- Feedback pinpoints areas of concern and allows management to focus on areas of training for employees that usually give immediate payback.
- Reports can allow comparisons with competitor organizations within your specific industry. It may also be worthwhile comparing outcomes from different locations of the same company.Identifying best practice.
- Missed sales opportunities: Feedback may show that opportunities are being missed where employees could up-sell other products or services provided by the company.
- Mystery shopping can drive change quickly in organizations as giving staff feedback from a customer’s point of view is very powerful compared to internal performance management only.
- Mystery shopping is all about employee behaviours. As businesses move away from product driven sales bonuses, rewarding behaviours can be very effective and mystery shopping is a quantitative method of measuring behaviours demonstrated to customers.
- Partners and third parties: It is advisable to check that any partner companies are keeping to brand guidelines and generating additional sales or delivering an acceptable customer service.Mystery shopping allows you to evaluate performance and use the mystery shopping reports to develop a partnership focused on continuous improvement.
- If you have to comply with regulations (e.g. FCA, Ofcom, Ofgem etc) mystery shopping can give you an independent report/evidence that can be used by senior management to demonstrate to regulators and boards, that the distribution channels are working compliantly.
What can ACA Mystery shopping offer?
At ACA we can adapt our services to meet your exact need. Whatever services or processes you wish to explore, we can create the appropriate project to meet your requirements. We work with all industries.
As well as offering results through an online dashboard, we can also offer insight into trends and areas that need improvement. And it doesn’t stop there – If you would like us to, we can provide presentations to relevant stakeholders or company departments to bring the information truly alive.
How do I get started?
To speak to one of our friendly support staff call us on 0191 2290231 or fill in the contact form