Customer service is one of the most important aspects of running a successful business. It’s the foundation of great customer relationships and the key to long-term loyalty. It’s also the face of your business and can be the difference between success and failure. At Customer Care Ltd, we understand the importance of providing top-notch customer service, and we want to help businesses achieve that.
WHAT IS MYSTERY SHOPPING?
Mystery Shopping is a method of evaluating and improving customer service from the customer’s point of view. It involves sending a Mystery Shopper to visit a store, restaurant, or other business, where the shopper pretends to be a regular customer. The shopper then evaluates the customer service and writes and fills out the online survey which has been set up for the client encapsulating the data they require. This type of evaluation gives businesses a better understanding of their customer service and enables them to make changes to improve it as well as recognising those staff that are doing a great job.
By evaluating employees’ interactions with customers, businesses can identify areas where changes should be made to ensure that employees are providing the best customer service possible. It is a very effective way to assess the customer service provided gives an unbiased assessment of the experience received.
When we work with you, we will build a questionnaire which will be free of charge which can cover the areas that you are interested in. This may include but is not limited to evaluating the acknowledgement and approach, the presentation of the store, the sales process, product knowledge etc.
WHY DO WE NEED MYSTERY SHOPPING?
Mystery Shopping will provide you with valuable insight into how your customers perceive your business and the customer service provided.
By identifying areas where customer service needs to be improved, a business can take steps to improve the overall customer experience. It is a great tool to identify where training is needed and ensuring customer loyalty which will increase your sales. With the ever increasing use of online reviews it is essential that you keep your 'fingers on the pulse' to keep your customers happy. Bad customer service is detrimental to any business and it targeting customer service issues before they become serious and affect your sales is vital.
HOW DO WE START A MYSTERY SHOPPING PROGRAMME?
Working with Customer Care is simple and completely hassle free. Unlike a lot of companies we offer free set up and reporting costs. The only cost to our client the visit and online survey which can start from as little as $80.00 (excl GST).
Our process is:
- We will work with you to develop a questionnaire which is then put online on our system for our Mystery Shoppers
- A fully trained Mystery Shopper will visit your business
- They will then fill out the online report
- This is checked by our Quality Assurance Team to ensure that they have completed the survey correctly and comprehensively
- This will be released to you and sent to you via email (if desired).
- You will be able to login to our site to view the surveys and comprehensive reporting
To view our reporting please see the following link:
https://shopmetrics.com/Website/pdf/Client-Analytics-Booklet-2018-Web-View.pdf
Customer service is essential for businesses of all sizes. It can be the difference between success and failure, so it’s important to ensure you’re providing the best possible experience. With our Mystery Shopping services, we can help you identify and address customer service issues, so you can provide better service and increase customer satisfaction. If you’re looking to improve your customer service and get feedback on how you can make improvements, we can help you with this to ensure your customers are coming back for more.
