There are a lot of ways to improve customer experience- from pen and paper feedback to social media listening. Although, another way to evaluate customer service is through the use of retail mystery shoppers services.
The retail brand has the option of managing it internally or hiring a customer to experience the business. A group of test customers are chosen to visit their retail locations and assess the level of service. Those selected individuals are known as the mystery shoppers; it is required that they do not reveal their identities at any cost.
There are three types of mystery shoppers
- In-Person mystery shopper. This is prevalent in industries such as restaurants and retail. When mystery shoppers visit- for instance, a jewellery store– they engage with staff members in the same way that they would with an actual customer. This kind is frequently used to gauge how successfully staff members serve customers and how well the company is doing from their point of view.
- Telephone mystery shopper. This would work best for call centre settings and other businesses where the telephone plays a crucial role in the customer experience. It could be used by a telecom corporation to gauge how well its call centre representative manages customer’s calls
- Hybrid mystery shopper. They follow a customer’s journey from start to finish. For instance, they might be used by a hotel to gauge every facet of the client experience, from check-in to check-out.
Now that those are mentioned, what are all of their similar benefits?
Ensures Product and/or Service Quality. As mentioned, they are instructed to examin every little aspect of the encounter. They are suppose to receive the most pure outcome because they are totally covert. Any coincidences may also be removed because mystery shoppers are so common and skilled. They record information about the condition of the sold goods and post-purchase customer care.
Identify Loop Holes. Businesses may gain a better understanding of their customer’s experiences and improve their service by utilising mystery shopping. Due to their goal is to provide feedback on their experiences, both good and bad, and assist the customer support team in finding service flaws and improving them.
Understanding your Employees. They are the backbone of your business, therefore understanding your staff and how they engage with the sales process is another crucial point. You may find problems that need for retraining, reevaluations, or complete team reorganisation.
Allow Competitive Analyses Between Businesses. With their help, it could be determine what works for one branch and apply that knowledge to other branches that might not be performing as well.
To conclude, mystery shoppers are indeed a useful strategy to further improve your business. It includes the customer experience and even knowing what your employees might need to improve. In the ever-growing business industry, one must continuously adapt and grow. Stagnancy and the unwillingness to keep in line with the trend could be a red flag for your business.
