Mystery shopping is a method used by companies to measure the quality of service and to gather specific information about products and services.
Connecting you with the experiences and opinions of your customers is essential in today’s competitive business environment. Customer feedback enables companies to maximise the potential of their business. By measuring and monitoring the customer experience you can achieve your goals.
Mystery shopping research began in the 1940s as a way of measuring employee integrity. Today mystery shopping research is a sophisticated method of collating meaningful and actionable consumer insight. Emphasis is placed on gaining information that will gain competitive advantage. When combined with the implementation of strategies to action key aspects of the mystery shopping research the effects can be very powerful.
Mystery shopping research can be used to measure a wide range of industries and products. Often companies seek to understand the ‘Lost Opportunity Cost’ – or in simple terms the effect on the profitability of their business. Companies may also measure their ‘Net Promoter Score’, which is a method of measuring customer satisfaction.
Mystery Shopping research is a very powerful method of determining what customers like or dislike about the service or products on offer. However, the effect on staff behaviours can be considerable. Used properly mystery shopping research can be used to train and motivate staff to new levels of confidence and competence.
Retail Active are Mystery Shopping Research experts. We work with clients to help take their business to the next level of success. Our purpose is to help determine the critical aspects of customer satisfaction and to help implement management actions that will make a real difference to the performance and profitability of our customers business.