Measuring your service delivery, key to thriving in our competitive economy
Do you know why customer don’t return to your business?
- 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
And that 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.
What is Mystery Shopping?
Mystery shopping is evaluating, measuring and reporting of customer service standards, you could be using a Mystery Shopping company who will do the whole programme for you (ensure they are members of the MSPA) or you could use our DIY Mystery Shopping programme. We help you set up the programme and then you will get your own friends, family, colleagues to perform the visits and act as if they were customers.
Improved customer service is one way to increase profitability. Repeat business is a key profit-maker by saving on unnecessary expenditure such as advertising, developing your own Mystery Shopping programme:
- delivers a cost-effective method of monitoring your customer service standards
- is an efficient way of identifying staff in need of further training
- produces a regular summary of strengths and weaknesses which can become your action plan
- an effective deterrent against dishonesty, poor service or bad practice
- is a way of identifying retail outlets which are under-performing
- should be used as part of employees’ yearly appraisal
- will increase employees’ wellbeing by celebrating success
Mystery shopping is the key to keep companies informed and can identify improvements or any necessary changes required for a more positive customer experience.
Specializing in Customer Experience, we will help you achieve your business goals, our approach has been developed to help make a lasting and sustainable business improvement.
We will help you create your own questionnaire, we will set up the system then you will get a unique URL link which will just need to be given to the person who is performing the visit (they can access this link on their phone or desktop).
We will also give your shoppers access to a mini-training video. Once the visit is done, it will automatically be approved and in real-time will be accessible in your dashboard.
Should you wish further help to analyse the Mystery Shopping results, we will be very happy to work with you and your team to understand your gaps and help you create realistic and SMART objectives.
Email us on: firstname.lastname@example.org for more details
or call Claire: 00 44 7797828950
Love it, want it…
Can’t quite afford a Mystery Shopping company? that’s absolutely fine, we develop your programme, you roll it out!
Buy Mystery Shopping DIY with me right now for $998
- Programme set up, user and business set up
- Questionnaire design
- Unique URL & QR Code
- Video training for Mystery Shoppers
- Data collection
- Live-stream Dashboard
- Export reports, charts, results
- 50x Mystery Shopping responses