Why Mystery Shopping Makes Sense for your Business

Every year, companies hire thousands of mystery shoppers to go into their stores and conduct secret shops to help them get better at what they do. These shoppers offer an unbiased customer response to their experience.

Customer experience is a significant part of running a business. If you are a business owner, you might be taking on many roles but not always physically present. However, you should not overlook how your business is treating your customers. Hiring a mystery shopper from Premier Service offers you an objective view of how your people are interacting with the buying public. You can use this information as a training tool for your employees. Here’s why you need to hire mystery shoppers:

Evaluating your Employees

Does your business depend on customer/employee interaction? If so, you need a way to assess how your employees respond to your clientele.  A mystery shopper can rate the experience of your customers and evaluate the performance of your employees. They will ask questions about your products, as well as keep track of the knowledge of your employees and how well they represent your brand. You can ask them to make an actual purchase.

You can use the results from the analysis of the mystery shopper for making training tools for employee development. Your business needs to conduct intermittent training to address areas of concern or build on what is done right. Your employees will appreciate this opportunity for growth.

Evaluating Customer Satisfaction

Mystery shoppers can watch how other shoppers get your product or service. You can get plenty of data from observing other shoppers, engaging in conversations about the business, and listening to customer feedback. Customers are more likely to disclose things to strangers than to store employees.  Give the mystery shopper some questions to use when they engage with customers.

Checking Out the Competition

Are you wondering how you stack up against your competitors? If so, mystery shopping is a great way to compare. Let the mystery shoppers do the same exercise at the place of your competitors. Ask them to do a cross comparison on customer and employee experience and rate your products.  

Assessing Brand Recognition

Every business needs to build a brand image. Mystery shopping service goes beyond in-person interaction. Mystery shoppers gain insights and opinions regarding your company b interacting with customers over the web. You will especially appreciate this kind of service if you have a strong social media presence.

David Curry

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