Serious business owners are always searching for innovative ways to improve their businesses and when running a successful company, one of the key points to focus on is offering good quality customer service. Good customer service satisfaction ratings are imperative, and you will need to constantly analyse your customer’s buying experience from an impartial perspective to ensure they enjoy using your company in order to make the necessary improvements. But how do you know your staff are representing your brand well and what can you do to ensure they are knowledgeable, approachable and professional when you can’t always be on-site to manage them?
The answer is simple: contact a company that specialises in mystery shopping services.
How can mystery shoppers help?
The main purposes of using mystery shopping services are to gain a neutral viewpoint on the quality of your customer service, your establishment and the buying experience you offer. They will behave like a regular customer, and provide you with feedback on numerous points to help you to evaluate the quality of your customer care. They will measure the buying experience that your genuine customers encounter, in order to assist you to improve your customer service.
What do they focus on?
Mystery shoppers are an invaluable tool for all types of businesses, from independently-owned distribution networks through to franchises. They will enable you to improve your customer care, evaluate training budgets, understand your brand’s perception and review your procedures.
To give you a better idea about how the system works, here are some of the aspects a professional mystery shopper will provide a useful analysis of:
- The performance of your staff
- Your establishment
- Your point of sale merchandise
- How your brand is perceived
Once you have received feedback on all of the above points, you will be able to identify what you need to do in order to make the necessary improvements to enhance your customer’s buying experiences.
How can you use their feedback?
The information and insight that mystery shoppers can provide is extremely valuable for anyone wanting to grow and advance their business. Being competitive in your specialist sector is crucial and the analysis provided by mystery shoppers may help you to identify a niche in the market. Their feedback can also be used to increase your knowledge of your competitors and to identify their pricing structures, and all of this will help you to run your business more efficiently.
Let’s have a look in more detail at the types of things mystery shoppers will evaluate:
- The cleanliness of your workplace
- How your point of sale merchandise is displayed
- How tidy your displays are
- How the space is used
- Staff interaction
- How professional your staff are
- How helpful your staff are
- The appearance of your staff
- How knowledgeable your staff are when questioned on products
Ensuring your customers enjoy the experience they have with your brand is vital, and this can only be done by identifying and resolving areas in which you are currently falling short in.