It is by discovering “What” your customer’s expectations are, and training your staff to meet those expectations, that you can begin to grow your business.
What is On-Site Mystery shopping?
On-Site Mystery shopping programs are designed to provide companies with valuable information that they may use to improve their business, service or product. Mystery shopping is a research method based on customer experience aimed at gathering detailed information which is difficult to get in traditional satisfaction surveys among customers. Trained individuals pose as real customers to confirm employee adherence to company policy, specific behavior standards, associate selling skills, facility cleanliness and quality of products. Shoppers complete a survey following their shop to provide the most accurate information possible.
How does it work?
The mystery shopper will pose as a customer and secretly evaluate all aspects of a location. In acting as a customer, the employees will not realize they are being evaluated and, unlike a planned visit from the head office, the atmosphere will be more relaxed and will provide a natural look at how a business truly operates.