Benefits of Mystery Shoppers
Mystery shoppers are a method that some companies use to gauge customer satisfaction and experience. By sending in a mystery shopper to act as a standard customer, you learn not only whether or not yo...
Introduction
Mystery shoppers are a method that some companies use to gauge customer satisfaction and experience. By sending in a mystery shopper to act as a standard customer, you learn not only whether or not your customer service is adequate, but also if there is anything the shopper notices about what it's like to be a customer, they can inform you of their findings to help you run your business. Mystery shopping has a number of benefits that make it worthwhile for companies to explore, but it is nowhere near the perfect system. Below we'll start to explore some of the benefits and weaknesses of employing mystery shoppers within your organization.
Advantages of Using Mystery Shoppers
New Experience While some mystery shoppers will have been to your company in the past, others will be experiencing something entirely new, with no biases that affect the way they see your business. That gives you the opportunity to learn what the experience is like from someone trained to give your business feedback on the way customers view the sales process. Many companies base research on the judgments made by mystery shoppers. Customer Satisfaction Mystery shoppers are known specifically for the ability to evaluate customer service, and this gives you an insight into customer satisfaction . You can find out if any employees displayed behaviors that may eventually lead to low satisfaction scores, and look for insight into how employees interact with customers when the bosses aren't around. Low(ish) Cost It depends on the company and the shopper, but mystery shopping tends to be a low cost endeavor – one that won't require much investment to help you get feedback. Since companies are looking to cut costs around company evaluation, mystery shopping may be a useful option. Keeps Employees On Toes Employees that know a mystery shopper can come to their store at any time may also be more likely to provide excellent customer service to every customer knowing that they may be publicly judged by that customer. Research Ideas Finally, one of the problems that companies often have is coming up with new research ideas for how to improve their business. Often without an interesting customer lens, it's difficult to get a glimpse into how the company can improve. Mystery shopping is yet another tool that a company can use to stimulate research.
The Good Aspects of Mystery Shopping
Mystery shopping is definitely a net positive for a lot of companies, and has its advantages not only for retail shops, but for evaluating any type of experience, including the sales experience, marketing experience, etc. Yet it does have its weaknesses. Let's explore these weaknesses of mystery shopping .
Key Takeaways
- Introduction
- Advantages of Using Mystery Shoppers
- The Good Aspects of Mystery Shopping
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