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Mystery Shopping
Mystery shopping is hiring trained assessors to visit the stores incognito as customers, record objective behaviors and the interaction process, and being able to observe and record a complete service journey.
Mystery shopper service audits provide insight on?
Customers not satisfied but don't know why?
Pinpoint the pain points of your customers, reducing complaints and negative comments online
Inconsistency in service delivery?
Measure service delivery, check consistency, and identify room for improvement for your brand
Not seeing the “real” service when you visit your stores?
Provide an objective view on service delivery and help reveal the blind spots
Difficult to find training focus and needs?
Gather service cases and identify opportunities for growth and development
Don't know which store has good service, or why?
Tell you whose work to recognise and how they did well in service
Store managers lost their grasp in service quality?
Regular reports inform store managers their strengths and weaknesses in service, and areas they should do better next time
