MYSTERY SHOPPING YOUR PREMISES

Companies implement Mystery Customer Programmes for different reasons, but why not take advantage of all the benefits they can offer? If you've never had a Mystery Customer Survey conducted before or if you have and you've been using the same old company for years; why not consider something new?

Our programmes are fresh, relevant to your business and very easy to implement. Most of all, they are packed with benefits. Here’s some of what you can expect from one of our Mystery Customer Programmes-

  • Having one of our professional and skilled Mystery Customers visit your premises (whether it is a retail store, café or virtually any other customer driven business) will provide you with an exact account of the current customer levels your employees are offering. You will see your business through your customer's eyes!
  • The questions included on your survey are very valuable and provide numerous benefits. After we custom design a survey that reflects your company, you will have an effective training tool for new staff members. It clearly explains the company requirements and expectations in relation to customer service and store presentation. It will remove any uncertainty and provide all staff members with clear guidelines and benchmarks.
  • Your survey results can also be used for staff member evaluations. The results can reveal when a staff member is providing exceptional service and they can also reveal when a staff member is struggling and requires some further training. These unbiased results can help you to make more confident decisions regarding promotions or demotions within your company. The survey results are based on facts and not on personal feelings.
  • A single survey can lift the level of customer service, simply because it is being conducted. Your staff members will want to receive 100% on their Mystery Customer Survey. Being recognised and rewarded for offering exceptional customer service does amazing things for their self esteem. This directly leads to the desire to maintain excellent results, not only for the individual; but for the entire team! A little friendly competition between stores is healthy and rewarding for everyone.
  • The inclusion of other areas on your Mystery Customer Survey can remove the need for regular store evaluations. Including areas like; store presentation, merchandising, signage and staff presentation will not only give you the extra feedback, but it also gives you insight into your store from the customer’s point of view. These additional inclusions will add even more value to your programme.
  • Including questions that promote link selling will directly lead to an increase in turnover and profit levels. Approaching the customer first, offering service, asking them to purchase and suggesting additional items will dramatically increase the store takings. This can all be done through a casual and natural approach, without sounding forced or pushy. Increasing the initial sale or turning a “browser” into a “buyer” are by far the easiest and most cost effective ways to make your company more profitable. Compared to expensive advertising and catalogues, Mystery Customer Programmes are an inexpensive way to increase turnover.
  • Choosing a flexible programme that works for your company encourages participation from everyone. When we design a survey for you, we not only use our own suggestions, but we also ask for your ideas and those of your staff. Asking for their opinion on what they think is great customer service assures they will believe in the programme and that they will strive to succeed.