Mystery Shopping
IMPROVING CUSTOMER EXPERIENCES
What is Mystery Shopping?
- Real customers experiencing your service at the front line
- Measuring what is important to your business and your customer
- Providing timely feedback and opinions to;
- Recognise,
- Reward, or
- Retrain front line staff
Key Success Factors
- Detailed shopper comments, not "yes/no" answers
- Flexible survey design, keeping pace with changes at front line
- Personalized program branding improves internal buy-in and ownership
- Fast, actionable reporting
- Mystery Shoppers remaining anonymous
- Strong QA control
- Results linked to reward or recognition programs
- Regular program reviews
- Regular frequency "anyone could be the mystery shopper"
- Program "owned" by the client, fostering an internal champion
Why Market Pulse?
- Experienced team
- Best in class tools and systems
- Extensive databases of Mystery Shoppers close to your business
- Central operations team close to the process guarantees quality
- Total program flexibility
|
 |
|
