The main purpose of Mystery Shopping is to gauge quality of services or to acquire specific information about the products and services offered by a company. A mystery shopper that acts as a standard customer can perform different tasks initiate questions, register complaints, purchase a product or provide reports with specific details or feedback about their experiences.
The advantages of using this tool may vary for each company, depending on the size and the needs or aspects to be evaluated in the campaign. In general, the main benefits that Mystery Shopping provides are:
1. - Measure customer service and customer satisfaction
2.- Monitoring your competition
3.- Evaluation Tool
4.- Training Tool
Mystery Shopping is a powerful resource that allows companies to gain insights related to the performance of a store or specific products / services and the strengths and weaknesses versus that of their competitors. But the information is only a good return on investment if you ask the right question and take action based on the outcome, so ensure you have a clear vision of what information you need to gather and set some smart objectives around how you will take action once the information is obtained.
We at CPM provide a specialist suite of mystery shopping services to suit all business needs and contact mediums - whether your business is mainly executed over the phone, in a face-to-face environment, or whether the web is now your main point of contact with your customers and perspective buyers.
For you, this translates into an individually tailored mystery shopping programme, featuring the essential tools to manage your business and its customer handling teams, ensuring every customer experience is a great one!
Our specialist Mystery Shopping team can design and develop a programme for you through its suite of Telephone Mystery Shopping, Physical Mystery Shopping, Video Mystery Shopping or Email and Web Mystery Shopping services - to ensure that any programme put in place adds value to your business, drives customer satisfaction and sales revenue ensuring maximum return on your investment.
Click here to speak to us about our Mystery Shopping services