Mystery Shopping

Measuring your customer service tells you where you are now, how you are performing in fulfilling your products/service, so you can have happy customers, happy bottom lines, and  you can differentiate yourself by standing out from the competition.

Why Mystery Shopping?

‘Because you can’t manage what you don’t measure.’ Mystery Shopping gives you an objective view of the service your employees are providing to your customers.

 

Do you know why customer don’t return to your business?

Well according to a survey by CustomersThatStick, 82% poor customer service! and John Gattorna, a visiting professor at Macquarie Graduate School of Management, published the following figures on why businesses lose customers:

  • 82% poor customer service
  • 68% they perceive you are  indifferent to them
  • 33% consider switching after just a single instance of poor service.
  • 13% poor product quality
  • 9% price

This is why Mystery Shopping is an important benchmark which helps you to set your Customer Experience strategy going forward.

David Elliott, Business Development Director at Voisins Department Store, tells you why businesses need to measure their services

How does it work?

By evaluating, measuring and reporting of customer service standards using a specially trained agents, called Mystery Shoppers, acting as if they were customers. Retail stores, hotels, restaurants, theatres, property management companies and automobile dealers are amongst the many organisations that employ mystery shoppers to help evaluate and improve their service delivery.

What?

Did you know that a 5% increase in customer retention can increase a company’s profitability between 50 & 75%! Now be honest, you know you can’t:

  • be in your business 24/7
  • be in 2, 3 or 20 places at once
  • improve if you don’t get feedback
  • celebrate success if no-one tells you
  • manage what you don’t measure

Measuring your service delivery means that you can really give the support to your team to improve the customer experience, pinpoint how your customers are feeling and how emotionally connected they are to your brand, and that altogether you are following your business vision, this is the difference between surviving and thriving.

Improving your customer service is one of the most effective way to increase profitability in the long term. Repeat business is a key profit-maker by saving on unnecessary expenditure such as advertising, let your customers be your marketers!!

What Mystery Shopping does you…

  • delivers a cost-effective method of monitoring your customer service standards and improve customer retention
  • is an efficient way of identifying staff in need of further training and sales opportunities
  • monitors legal health & safety requirements and also facility conditions – asset protection
  • produces a regular summary of strengths and weaknesses which can become your action plan
  • reinforce employees’ integrity, pride in their job and should be used as part of employees’ yearly appraisal
  • is a way of identifying retail outlets which are under-performing
  • Support promotional programs and competitive analyses

Mystery shopping is the key to keep companies informed and can identify improvements or any necessary changes required for a more positive customer experience.

What tools do we use?

Check out our Mystery Shopping and Market Research Online Platform, Checker Software

What next

Specializing in Customer Service, we will help you achieve your business goals and marketing objectives.

Our full service management program combines both Mystery Shopping with Service Management, its approach has been developed to help make a lasting and sustainable business improvement.

We will work with you and your team to analyse the Mystery Shopping results, understand your gaps and help you create realistic and SMART objectives.

What do our customers say?

“I recently attended a Speed Buzzing event, which was absolutely fantastic. It’s a great way to network in a casual, fun setting and I came away feeling energised and ‘buzzing’. It also gives you a real opportunity to sell and discuss your business and make valuable contacts.”

Stephen Clipp

The Inn Jersey

Claire has provided mystery shopping services to us since 2012. Having frequent and independent measurement of our service levels has contributed to significant improvement to customer service at Jersey Post. Her passion and entrepreneurial spirit has rightly made her the Queen Bee of customer service in Jersey, I hope she gets appropriate recognition for this important work.

Kevin Keen

Chief Executive Officer, Jersey Post
jersey-pearl-mystery-shopping-program-claire-boscq-scott

Key to offering the best customer service possible, the benefits of The Busy Queen Bee have been clear to see for Jersey Pearl over the last few years. Invaluable in terms of seeing how our brand is viewed through the eyes of our customer. The mystery shopper experience has allowed us to make small adjustments and develop ideas to ensure we are always driving our business forward while consisting the needs and wishes of our customers. The team at The Busy Queen Bee are always prompt to respond with advice or answer questions. Overall, a highly recommended service in Jersey.

Lucy Buckland

Manager, Jersey Pearl
grand-hotel-jersey-busy-queen-bee-mystery-shopping

We deployed the services of Claire and her company in order to aid us on retaining our 5 star status and to ensure that we had a neutral perspective of the guests experience at Grand Jersey. Throughout this time Claire and her product have helped immensely with the Grand Jersey team being focused on maintaining 5 star standards throughout the operation. Claire has carried herself with impeccable conduct, has been ultra reliable and extremely supportive in the last year of working with Grand Jersey. We look forward to hopefully working with Claire on future projects with regards training and development of our team.

Eamonn Elliott

Operation Director Grand Jersey
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