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Mystery Shopping; a Measurement of Customer Satisfaction


Mystery shopping is a market analysis approach for assessing and, if necessary, evaluating the exchanges between a customer and a firm or organization during a pre-defined scenario. Typically, the approach entails a researcher, known as mystery shopper, going undercover and observing office operations, the store or work atmosphere, staff friendliness, and knowledge. In other cases, the shopper may also take into account factors such as the number of people in line, the number of tills open at a given time, the items on a shelf, and so on.

Why?

There are many reasons why companies should get a mystery shopping service

Get Insight into Staff Behavior

Mystery shopping allows you to gain insight into your employees' productivity and determine whether they are living up to the standards that your company has set.

It's critical for effective business performance to determine whether a problem is caused by employees or management, or whether it's the result of an individual effort. It can help you in figuring out weak points of your employees and set suitable training program for them.

Analyze your Competition

It's important for your company's success to keep track of how it's doing in comparison to its competitors. One of the most valuable benefits of mystery shopping is that it enables you to evaluate your competition and let you examine their everyday operations as well as employee conduct to discover how customers react to their brand.

Mystery shopping can be tremendously beneficial to those businesses that are new to the field as it enables them to analyze how existing successful businesses operate. Apart from that, it also advantageous to individuals who have been in the industry for a long time because it allows them to gain a competitive advantage.

Examine Internal Operations

Mystery shopping can help you in obtaining an objective perspective of your clients from a person who is simply interested in discovering the truth. Although, you can collect feedback on your performance by your employees but it will not be an objective one as employees have inclinations that make it difficult for them to see which areas need to be improved. Furthermore, they understand that pointing out things that require improvement only adds to their workload. As a result, staff members are unable to objectively evaluate internal operations through the eyes of customers. It's likely that their reports will simply include minor details. A mystery shopper can give you with useful input on your internal operations.

Review News Products

Sometimes, new products or ideas that were meant to enhance your sales end up facing failure. In such case, the first step must be to determine what caused the failure and then draw inferences from that information. By gaining access to the perspective of your consumers, mystery shopping allows you to quickly determine what went wrong.

Compliance

Following company’s operational processes helps in keeping your brand image consistent. Hence, companies must ensure that its employees follow specified procedures at all times Mystery shopping helps you in keeping track of compliance within your company. There can be many factors that can potentially jeopardize your company’s value. However, a mystery shopper can provide you with vital information assisting you in identifying these issues and taking the required steps to address them.

Wrapping up

With mystery shopping being one of our key strengths, we help your partners with increased efficiency in their businesses. Reach out to us at info@riscgroup.co to know more about this service.