What is Mystery Shopping?
Mystery shopping is an objective, fact-based assessment of the customer experience using established corporate criteria as the basis for the evaluation. Trained mystery shoppers provide an objective chronological assessment of their experience. When presented to the client, this assessment is used for standards reinforcement, targeted training toward those associates identified as underachieving, and reward and recognition for those employees identified as having performed in an exemplary manner.
The majority of well-known and highly-respected brands in the world use mystery shopping, including restaurants, retail stores, financial institutions, health care providers and grocery chains to name just several industry groups.
Improve Employee Service
A common misconception about mystery shopping is that it is a way for managers to “spy” on their employees. That is not the case. The best mystery shopping programs include employee announcements informing them of the intended roll out as well as posting of results. This will create an immediate service lift as employees know that they may be mystery shopped at any time. Achieving employee ‘buy-in’ is critical to the programs success; establishing a Reward & Recognition program will help foster the spirit of competitiveness as stores, districts and regions compete against one another.
A Tailored - Fit Program
Each mystery shopping program implemented by Service Performance Group is designed differently to ensure it meets the exact requirements of each client we serve. Tailored, not cookie-cutter, is our recipe for program success.
Mystery Shopping Programs are Valuable Because...
- Mystery shopping uses impartial third party sources to collect, summarize and present service trends detailing strengths and areas of opportunity from which senior management can make decisions and take action with confidence
- Most customers who have an unsatisfactory experiences will not complain, they just never come back
- Dissatisfied customers are likely to tell others about their experience, who in turn will probably avoid doing business with the offending merchant