Mystery Customer Programmes can help you to look at your business through the customers' eyes and allow you to measure some of the most important tangible and intangible elements of customer service. It will enable you to see what is working for you and issues that may be hampering your performance.
By looking at your business through customers' eyes it can help you to meet your business objectives. Although there will be different elements in each company, the fundamental parts are often the same:
- Increase sales and revenue
- Improve service standards
- Improve customer satisfaction levels
Mystery Customer Programmes help provide invaluable information about your customer’s behaviours, like and dislikes. The process can evaluate every step of the customer journey and identify issues arising from poor performance.
Key things that the programme will help identify are:
- Are standards being followed?
- Do staff demonstrate good product knowledge?
- Are staff actively selling?
- Would customers buy the item, given the service they received?
- What would prevent customers making purchases from this store or staff member?
- Is your brand being well represented?
- Do staff need further training?
- Identification of the best and worst performing stores
- Recognition of high performing staff.
- Are all units operating in line with brand standards?
- Would customers return?
Additionally, the programme will also give you an insight into staff behaviour and how this affects buying motives, repeat business and customer trends.
All of our Mystery Customer Programmes include the development of a tailor-made service to meet your specific business aims and objectives.
We are experts in the provision of Mystery Customer Programmes. If you would like to know more about the services we offer at Retail Active call us on +44 (0) 1235 856575, we would love to hear from you.
You can contact us by post at the address below or by email.
- Retail Active
- Sequential Solutions Ltd
- Start Electron
- Fermi Avenue
- Harwell Science and Innovation Campus
- OX11 0QR
- United Kingdom