What is Mystery Shopping?

A Mystery Shopping Survey is a performance assessment that measures the quality of customer service that your staff provide your customers at various points of customer interaction. The survey highlights service strengths as well as areas requiring improvement in order to increase customer satisfaction, loyalty and profitability.

Management need to be kept up to date about whether or not customers are getting the right customer service and employees are doing their jobs efficiently.

Research has shown that over 90% of dissatisfied customers will not complain and often you may not be aware of the 10% who do complain. Most of these dissatisfied customers will turn to your competition and will share their negative experience with up to TEN or more of their friends and family.

Consider this…
It costs FIVE times more to attract a new customer than it does to keep an existing one.

The solution is to retain your current customers through proper customer care with your front line staff.