Customerwise specialises in Mystery Shopping, including report based / in-person, Video Recorded, Audio Recorded (in-person), Telephone Mystery Shopping, and Online Mystery Shopping (including Video Chat), as well as more bespoke methods for gaining customer feedback and competitor intelligence (both B2C and B2B).
Mystery Shopping is a versatile, powerful management tool, that can help a very wide variety of organisations of all sizes to greatly improve their performance, including those in B2C and B2B settings.
Examples are many and varied and include:
- Retail & B2C businesses
- Call Centres and Contact Centres
- Hospitality, Tourism & Leisure
- B2B Products and services;
- Automotive sales and service;
- Optometrists / opticians / eye care;
- Legal and other professional services;
- Property sales and lettings,
- Elder care,
- Local authority services;
… and countless other industries and settings.
As a general rule, wherever there are customers or clients, there is a good chance that Mystery Shopping can help to improve their experiences, along with business performance.
The long-term success of almost any venture relies on customers or clients being satisfied (preferably more than satisfied) at the end of a transaction and, of course, inclined to buy in the first place.
The insights gained from Mystery Shopping can help ensure both.
That’s why it’s been used for decades by successful organisations across the world, for troubleshooting, for benchmarking, for ongoing performance measurement, and for gaining key insights into the customer experience and how to improve it.
It can be combined to great effect with other feedback and reporting tools and techniques to provide powerful, up-to-date performance information, and to inform management decisions.
OK, but what are the really tangible benefits?
Mystery Shopping (with the right execution and support) can help you to build something that’s foundational: a happy, mutually rewarding relationship between your organisation and your customers or clients. Specifically, it can enable you to:
- See your business precisely as customers see you – the good and the bad.
- Show ways to improve your service, and differentiate your whole offering through superior service.
- Prevent negative online reviews – and the resulting damage to your reputation.
- Convert more enquiries into sales – including big ticket goods and services.
- Identify opportunities to add value, cross-sell or up-sell.
- Use impartial (and credible) feedback to support staff training.
- Identify and address specific operational and service-related problems.
- Avoid complaints.
- Optimise your complaints handling procedure to ensure continued good will (everyone makes mistakes occasionally!).
- Analyse and optimise the customer experience – going much further than just “ok”.
- Gain great online reviews!
- Keep staff motivated to provide good service (knowing that it matters every time!).
- Encourage open communication between your customers and you.
- Let customers know that you care enough about them to monitor your own performance.
- Perform competitor research (yes – you can Mystery Shop your competitors too!).
- Monitor and benchmark your performance, against your initial standards, or your competitors’.
It can also help those looking to purchase or sell a business. Feedback gained can help the vendor to maximise the value of the business. Potential buyers can also get a truthful picture of how a business is currently being run.
Various Sales and Service Situations
When many people think of Mystery Shopping they typically imagine “on-site” Mystery Shops, where items are normally purchased in person from “bricks and mortar” retail outlets. Of course it is a very useful tool in those situations, – but it can also produce great results in the following situations:
- Website orders – assessing the process for an entire transaction and beyond.
- Telephone orders and enquiries of all kinds.
- For professional advisors and service providers (e.g. legal advice, and health care services including optical).
- For life-changing, high value “sales” situations like property, education enrolment, or residential care.
- For hospitality (i.e. “Mystery Diners” or “Mystery Guests”) where the service and the entire broad experience can be reported on in detail.
- For other situations where the offering is really about the whole experience (e.g. leisure and tourism, local authority services).
- Transport and Travel – from private hire taxis and chauffeurs to air travel.
The basic model of Mystery Shopping can be used to gain useful information across a range of settings far broader than one might imagine. The specific approach that’s used in each is of course essential for gaining worthwhile results.
If you have an unusual situation (or a more typical one!) and you’re not sure if Mystery Shopping can give you valuable information leading to real business results, get in touch for an informal exchange of ideas. It could lead to some fresh new insights that make a real difference to future business performance.
Call us on 01392 984224 or contact us online.