Mystery Shopping involves using a fully trained mystery shopper to pose as a real customer in your business. This could be done by visiting, placing a phone call, emailing or live chats etc.
They will then complete an online survey which will be designed free of charge with Customer Care. The report will assess all aspects of the customer interaction.
It will allow you to identify areas of concern but also will allow you to identify where your staff are performing well.
Although this is just a glimpse into one experience, it is vital to ensure that your customers are happy as we all know that happy customers become loyal customers and they will then recommend which creates creates new customers.
The cost will vary depending on the complexity of the questionairre.
However, as an indicator the cost to send a Mystery Shopper into a retail store to assess the customer service starts at $60.00 (excl GST) and this is the only cost to the client.
There are no reporting costs and no set up costs.
As soon as we have a questionairre all set up for your business, we can get the mystery shopping started in as little as 5 days.
When the reports have been completed and checked by Customer Care, they will be released to the client immediately.
The client will also be able to login to their portal and access reporting straight away.
Customer Care receives many applications from around the country from people wanting to become a Mystery Shopper. They are required to fill out a report based on a recent experience. This report is then assessed and a decision made as to whether they have the ability to write a thorough objective report based on an event or series of events.
Each time a shopper completed a report, they receive a grading and also any notes on their performance. They are all graded as being:
· Excellent
· Good
· Average
· Poor
The shoppers with the ratings of excellent or good are offered the assignments first as they are the preferred shoppers.
They receive full instructions on what is required and have access to assistance from Customer Care 24/7 via either email or an 0800 number.
They will undertake all fieldwork requirements competently and thoroughly or their survey/research audit will not be accepted.
