Mystery shopping is a novel way of understanding how your business is serving your customers and clients, from the perspective of your customers and clients.
Normally when people do business with you it is very difficult to get real-time feedback from them whether they are satisfied or dissatisfied with their shopping experience at your retail shop, restaurant, or any other establishment that needs to serve customers on an ongoing basis.
Get access to highly trained mystery shoppers
Want to improve your customer service by employing mystery shoppers? Then do contact us. Our highly trained team of mystery shoppers can visit your business and collect the crucial information that can help you work at the weak points of your sales funnel.
Whether you have a physical retail store/restaurant or website, they can go through the entire process of purchasing products and services and then paying for them. Their every experience will be documented. We follow a scientific procedure to paint the truest picture for you through deep data analysis and customer intelligence. Contact us for more details.
Our trained mystery shoppers can collect valuable information for you the following ways
- Visit your business and note down the experience they have using a pre-defined questionnaire or by simply recording their views using a mobile camera or a voice recorder.
- Call your call center and ask your support executive to solve an issue in the note down the experience.
- Send SMS and note what sort of response is generated and whether that response actually helps or not.
- Interact with your social media managers to check how well they manage conversations with current and prospective customers and clients.
Currently our mystery shoppers are serving the following industries:
and many more.
Why mystery shopping is the way to go
You and your management team cannot always be present at various touch points. How do you know whether people are being served well or not?
The worst part is, if people are dissatisfied, they may quietly stop visiting your place and they may also leave bad reviews at websites like Yelp. They may also use their social media profiles to warn the others against doing business with you.
Just imagine, people are returning dissatisfied from your business establishment and you have no means of finding that out and only when your business begins to suffer, you realise that something is wrong.
Even then, it is very difficult to find out whether it is your customer service that is at the root cause of the problem or there is something else. In the meantime, your business goes on suffering.
Finding out what sort of experience your customers have at your retail store or at one of your franchises or at your restaurant, is one of the easiest steps you can take if you feel that something is wrong with your business.
You can hire agencies that can conduct customer-satisfaction surveys through various means such as calling them and asking for their feedback, directing them to online surveys or simply requesting them to fill up a feedback form when they visit your place.
This can be a difficult task to achieve because many customers may not be eager to give you a frank feedback. In fact, most customers don’t. Even if they agree, in a hurry to get over with the whole thing, they often provide insufficient or inaccurate feedback. Their feedback may also be tinged with their latest experience, and hence, they may not give you the right picture.
The perfect answer for you is mystery shopping.
What is mystery shopping?
It is a popular research method in which you can employ people to “mystery shop” at your business establishment and then note down what experience they have at various contact points.
Suppose, you want to know how your customers are treated at your restaurant, especially in your absence.
You can hire our mystery shoppers to visit your restaurant, place orders, put the restaurant staff in situations that would demand careful customer handling and note down how your staff behaves and reacts.
They will also note down whether the food is good or not, whether it is served in proper manner or not, or how customers are handled by your staff in case they openly express dissatisfaction. You can employ mystery shopping for practically every business that needs to serve customers.
Even if you have other mechanisms of serving your customers, the mystery shoppers can document how easy or difficult it is to do business with you.
Have an online retail shop like Amazon? Even there you can use mystery shoppers who will purchase items from your retail store and give you a detailed account of what difficulties they face while trying to find what they were looking for and while checking out.
Why opt for mystery shopping?
Mystery shoppers are trained people. Before they visit your business establishment they are given a detailed brief about what to observe and what information to gather. You can prepare a customised set of observation points to compile area-specific information.
Since mystery shoppers know what they are doing and what sort of information they are supposed to gather, they are driven by the objective of helping you improve your business processes, so you can serve your customers better. This is something that you cannot obtain from your regular customers.