Mystery shopping popularity is growing fast, especially with the remarkable shift of the market towards customer satisfaction and delight. Technology played a huge role in the evolution of this industry. This blog highlights the five reasons why you have to use mystery shoppers’ service that can help businesses in their journey to growth.
Improved customer retention
Did you know that acquiring a new customer is 6 to 7x more expensive than retaining your current ones?
Great customer service needs to encompass all customer touchpoints, not only when the customer conducts a purchase. In mystery shopping surveys, a section is designed to measure the key areas that impact potential reasons for customer dissatisfaction. Those questions should help you highlight your weak points, and then create an action plan to optimize according to the results you found out.
The key for customer retention is understanding how your existing and new customers perceive your service, why would they go to your competitor or decide to stay with you. This is what mystery shopping services will help you measure in order to improve your performance and your ROI as well.
Monitored facility condition
Is the place clean, neat and organized? Is it set up according to headquarters recommendations? Are safety and security factors such as aeration and emergency exists taken into consideration? Does the place provide its visitors with the experience they’re expecting?
Provide Needed Training Programs
Staff training programs are very important to improve their skills and enhance business overall performance. As the training options and programs are endless, you first need to define the areas they need to be trained for the most. This will save your budget and time! Mystery shopping services can highlight problem areas affecting your business so that you can choose the relevant training programs that will impact your business the most.
Boost employee productivity & Motivate them
Using incentives and reward programs as part of a good mystery shopping program can ensure positive customer relationships on the frontline.
When your employees know that any of the customers might be evaluating them, they will stay vigilant and will put more effort into their job.
Avoid digital pitfalls
The digital landscape is the perfect place for unhappy customers. With groups on social media such as “Don’t shop here”, negative experiences of customers are shared fast, to warn people not to shop from a certain place. Negative feedback can ruin a business image and reputation and contribute to fatal losses. Today, mystery shopping services and programs ensure that customers, across any industry, experience smooth transitions between their online and offline experiences. This evolution of mystery shopping services allows for immediate access to data interpretations and reports, which enables them to react fast according to the diagnosis of what they found.