Improving Results
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Why Use Mystery Shopping?
Mystery shopping is an effective, reliable tool used to gather information regarding the actual customer service experience at the “moment of truth.” The objective is to capture and measure customer interactions with your employees. By securing factual and objective data, the subjectivity variable is eliminated, enabling a company to track customer service delivery the same way it tracks financial performance. A company can then focus its resources on areas that need improvement, and train its employees accordingly, thereby creating strategic, competitive advantages.
Why is Shop'n Chek® Worldwide The Best Choice For Mystery Shopping?
With more than 30 years of experience, Shop'n Chek’s knowledge is unsurpassed, and we endeavour to ensure that our clients benefit from our expertise. The internal quality systems we employ guarantee quality mystery shopping data. We are the world’s largest mystery shopping company and our 100,000+ field representatives and international licensees allow us to guarantee service coverage throughout the United States and worldwide. In addition, our broad field representative base permits us to rotate shoppers regularly. We have developed a worldwide reputation for excellence through our serving more than 450 clients, learning the intricacies of their businesses, and providing exceptional mystery shopping solutions.
How Does Mystery Shopping Work?
Mystery shoppers anonymously call or visit your stores/locations and interact with service personnel. Observations are made relative to service time, service attitude, quality and cleanliness. Each question, category, and overall report are scored based on your operational standards. Shop'n Chek will custom design a Questionnaire and scenario based on common transactions, which are designed to meet objectives set forth in your mystery shopping program. Results are promptly summarized and delivered to management to facilitate rapid action (for example, recurrent training). Often, mystery shopping supplements incentive programs designed to shape employee behaviour.
When And How Often Should Mystery Shopping Be Used?
Many companies use mystery shopping as an ongoing measure of customer service performance. Mystery shopping frequency is often increased for newly opened locations, immediately following training initiatives, or in conjunction with new product/service introductions. Some companies concentrate on one or two mystery shopping programs per year that occur during peak sales periods.
The Feedback Received From Mystery Shopping:
Shop'n Chek provides clients with data that signifies action opportunities. After each mystery shop and a thorough quality review process are completed, we promptly distribute approved Questionnaires to stores and managers as directed. At the end of each shopping period, Shop'n Chek provides detailed reports consisting of score performance, store rankings and other key performance factors. Our comprehensive Internet-based reporting packages provide dynamic mystery shop data, allowing clients to have the most current mystery shop program data at their fingertips. Specialised ad hoc reporting is always available.
How To Get Started:
Contact Shop'n Chek Australia Sales and Marketing at 1300
799 868 or e-mail us at sales@shopnchek.com.au.
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