Every business relies on a steady base of customer support. Your customers are the lifeblood of your business and it is important that you find a way to steadily build a solid base of customers that return to you time and again, as well as recommend your services and products to others. Stagnation is a worry in every industry and you also want to be able to entice brand new customers on a regular drip-feed to continue building a strong foundation. Maintaining this steady improvement takes hard work and dedication in many different areas of the business, but keeping an eye on the perception of your products and services, the level of your customer service, and the perception of your brand is integral. Through customer analysis, including mystery shopping, you can build up a clear picture of how your business is performing and the areas in which you can improve.
There are several benefits to hiring the services of a professional mystery shopping service, allowing you to acquire completely honest feedback from customers, and potential customers to see what it is working and what isn’t working. With this information you have a solid base of honest data from which to tweak your approach and keep a positive trajectory.
Your staff interact with your customers on a daily basis, and even though you are involved in the hiring and training of staff, there is no way to ever know how they genuinely interact with customers when you are not physically in the building. Mystery shopping allows you to glimpse these honest encounters and to see whether processes you have implemented are working, but also whether individual employees are performing to the expected standard, if they require extra training, or if they are in need of being reprimanded. Being proactive in dealing with staff issues before they cause bigger problems is great management.
Another way mystery shopping can be useful is in engaging with the competition and comparing standards and performance. It also allows you to see direct comparison between how your company works with another in everyday situations, such as the sales process, or how certain items are displayed (to give to retail store examples).
With the data and analysis gleaned from mystery shopping you can review the procedures that your company uses internally, with feedback from your own employees based on the data you have received. This helps to engender positive change to the organisation through a combination of both customer and employee feedback.
At certain times you’ll want to test out new products and services, and this is the perfect time to hire a mystery shopping company to see how customers feel about the change in approach. You can have what you think are amazing ideas, but it doesn’t seem to have taken your customers by storm. Mystery shopping provides you with the honest feedback you’ve been looking for. This allows you to change the price, the product, or whatever it is that is the current problem. Always work with a mystery shopping service with a track record of success, that can help you achieve great results.