Many times, when sales are down in an organization, we are quick to attribute it to the economy or poor marketing efforts. But nobody’s mind ever goes to the issue of poor customer service. How does your staff treat clients during the buying process? How do they attend to them when they have issues with your product or service? How long does it take for your clients to get a response from your staff when they have issues?
Statistically 69% of customers leave a business due to poor customer service and 90% of them would not talk to the business about areas where the failed in the buying process but would rather default to a competition.
As defined by Wikipedia, mystery shopping is tool used externally by market research companies, watchdog organizations, or internally by companies themselves to measure quality of service, or compliance with regulation, or to gather specific information about products and services.
Mystery shopping, also known as watchdogging and secret shopping is the method an organization uses to evaluate its employees’ performance. In this exercise, a person in disguise pretends to be a client (mystery shopper), visits the organization, interacts with the employees and assesses their ability to build a rapport with the customer to sell their products. That person is hired by the store owner or the company proprietor to, assess the performance of employees and in the end, produce a detailed report of the exercise organization owner/manager. The person hired is called mystery shopper
Mystery shopping doesn’t only help improve the quality of customer service in your firm, it also helps to identify loop holes in your buying process as well as other issues regarding staff that needs more training, issues with your product etc.