It is well understood that the service excellence and great experience in delivery to end users is the ultimate strategic advantage for a modern business. While the staff and and personnel are trained as per company policy, it is still a challenge to ensure they are delivering service as per the agreed policy.
It is important to understand the experience of the customer when dealing with the business. high quality of service rendered is a definite competitive advantage - enhancing loyalty, creating a great word of mouth, and saving money for the business. Conversely a sub-standard or bad service can act a major disincentive, and may even destroy the brand equity of the business.
This can be done by way of mystery shopping - helping to evaluate the service standards and process conformity. It is achieved by employing trained shoppers that anonymously evaluate factors like processes, infrastructure, customer service, delivery, operations, employee integrity, product quality and merchandising. These shoppers audit the staff and processes, and even help provide valuable inputs for service improvements
Mystery shopping is a great tool that can help you measure customer experience, and a get a first hand idea of the delivery standards at your sales or service points.
Mystery shopping services can also help you to benchmark your service experience against industry standards and competitors.
We offer mystery shopping services to help in the following areas:
Product recommendations - how often does the staff recommend your products, and if they are doing it in the optimum manner
Customer service experience - to check the brand message being conveyed at each touch point, and to help you provide better experience and service to customers
Compliance - with service standards, pricing, product availability and product display
Retail audits - to report on the in-store experience and POS communications