Mystery shopping = measuring service quality, performance, and the customer's experience.
The level and quality of service you deliver to your customers is vital to your company's success. The customers' total experience with your company and staff dictate whether you will succeed or fail...whether you will be profitable or not.
Simply having expectations about what sort of experience your customers will have is not enough...you have to measure, you have to inspect. Objective, anonymous, third-party assessments of the customer experience will provide the information you need to ensure that your expectations for customer experience are carried out in reality.
Mystery shopping programs are valuable because...
- Most customers who have unsatisfactory experiences will not complain...they just never come back.
- Dissatisfied customers are likely to tell many others about their experience, who in turn avoid doing business with your company.
- Mystery shopping helps determine whether customers' actual experiences are as intended.
- Programs can identify areas of training which need improvement and can identify areas of training that are working particularly well.
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