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Mystery shopping is a ‘snapshot’ of the customer service at
your business. A mystery shopper visits your business, posing
as a customer and describes their experience in detail with
particular reference to the customer service they received.
The objective of our Customer Care Mystery Shopping Programme
is to measure the quality of customer service and selling
skills demonstrated by your salespeople when they are with
their customers.
Mystery shopping provides management with a detailed
assessment of employee performance and the variables that
affect your customer's experience and satisfaction. It is an
objective view of your business through the eyes of your
customer and a mechanism to assess the strength of the
customer service experience.
A well- planned and executed Mystery Shopping Programme
will provide management with objective feedback to support
your:
- Customer Service and Sales Training
- Performance Reviews and Incentive Programmes
This information can help you:
- Resolve Problems before you Lose Customers or Market
Share
- Improve Customer Satisfaction
- Enhance and Reward Staff Performance
- Identify Training issues
- And ultimately lead to Increased Profits
Customer Care has a national network of 400+ experienced
mystery shoppers trained on what to observe during each visit
or telephone call. We individually train each shopper and
their performance is evaluated using our rating system,
focusing on accuracy and detail. We retain a history of
completed assignments and their demographic profile.
When scheduling mystery shopping Customer Care selects the
highest rated mystery shopper who meets the target profile in
the desired location.
To avoid the same shoppers repeating assignments, when a
Mystery Shopping Programme requires on-going repeat mystery
shopping, 'new faces' are trained and employed on a regular
basis. No matter where your business is, we are there too!
Customer Care reports all their mystery shopping results
on-line through our Customer Care website. Each client has a
unique username and password to access their surveys and
reports on our website.
Online data entry by mystery shoppers provides instant access
to the information by our Project Team for their review and
quality control. Clients can access their mystery shop reports
online within days of mystery shopping being completed.
Customer Care works closely with clients to tailor a
Mystery Shopping Programme to reflect your key business
objectives, training programme and areas of concern. A new
Mystery Shopping Programme can be implemented within two weeks
of our initial meeting to discuss your requirements.
Customer Care has developed and implemented Mystery
Shopping Programmes for a variety of industries. We can
develop a completely new survey, use your existing survey or
suggest ways to improve your current evaluation strategies to
target your key objectives and areas of concern.
Our experience indicates that mystery shopping conducted
independently of the Company is perceived by the staff as
being more impartial and credible.
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What
is Mystery Shopping?