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Make The Most of Your Mystery Shopping Program

Mystery Shopping is an excellent tool to gain insights into how well your brand’s Customer & Service Experience is running operationally. Visit http://www.onioninsights.com/

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Make The Most of Your Mystery Shopping Program

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  1. Make The Most of Your Mystery Shopping Program

  2. Brands, especially customer-facing ones in the industries of Retail, F&B, Automotive, Banking and Services, have training and development programs designed to deliver on their Customer Experience promise.  The question that remains – how can brands track whether these brand-specific protocols are really being followed in their outlets and customer touch points or not? This is where Mystery shopping comes into play. For several large brands with hundreds of touch points and outlets, and even bootstrapped service app start ups, Mystery Shopping can be a significant investment. In today’s post, we discuss how brands can make the most of their Mystery Shopping Program:

  3. On point design: It is critical that the Mystery Shopping program is designed to deliver from the get go. It is very important to design a questionnaire that ensures objective responses and data that your brand and Customer Experience teams can act on immediately. • Accurate demographics of field resources: At Onion Insights, we ensure that our field resources come as close to the brand’s audience demographics as possible, in order to ensure relevant feedback. • Keep an eye on the outcomes constantly: Mystery Shopping results cannot be reviewed only occasionally. They bring real time Customer Experiences to the forefront and if something is not going right as far as your brand standards are concerned, it is essential that you take corrective action immediately before too many real customers come face to face with the issue. This is why Onion Insights uses Sassie, a technology platform that allows brands real time access to data about their Service Experience and Performance.

  4. Develop an action plan: It is important that your brand looks at Mystery Shopping reports as a development tool for both short-term corrective action as well as long-term training. It can be an excellent tool to coach customer facing staff or share best practices, and positive and negative experiences. • Combine Mystery Shopping results with other measurement tools: In order to get the complete picture of your Service Experience, it is important to combine Mystery Shopping data with other sources of customer feedback such as customer satisfaction surveys, phone interviews, SMS feedback, etc. This helps identify patterns of positives and negatives from a wider sample set – from field resources on an audit to experiences of real customers. Mystery Shopping is an excellent tool to gain insights into how well your brand’s Customer and Service Experience is running operationally. However, its real impact is in its implementation. The stronger the implementation plan, the more you will get out of your Mystery Shopping investment.

  5. Thank You!!

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