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 Mystery shopping is a business tool for measuring the quality of service.
It implies use of individuals trained to experience and measure the quality of service, by acting as potential or actual customers and reporting back on their experiences in detailed and objective way in order to increase the level of service. They measure the quality of service on the request of client.
The goal of mystery shopping is to measure what happens during any customer service process, called “moments of truth” that include any interaction between customer and company. It means measuring if selling process is in accordance with company’s standards, because during moments of truth the customer makes a decision on buying.
In practice, mystery shopping is an excellent tool for education and motivation of employees.
When do we need mystery shopping?
We can use mystery shopping when we want to:
• find out what the real situation at the field (in company)
• record the level of service quality before and after an education
• increase the level of service quality
• motivate employees
• increase sales and profits
• check if contract agreements are being respected
• find out what and how our competitors do business
• find out how retail salesmen present our products, what do they say about them, how and when they recommend our products…
More details about mystery shopping are available soon at a separate web page.
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