Why is Mystery Shopping perfect for measuring a customer’s experience?
Aware of Mystery Shopping?
The concept is much evident by the name itself. Mystery Shopping is a hidden way of gathering information about the products through a mystery customer. Such customers keep their identity disguised so as not to be known by the organization that is being evaluated. This shopping tool is generally used by the market research companies which are commonly known as ‘Watchdog Organizations’ to gather the feedback and work on them as per requirement.
So where does it helps?
Mystery shopping is helpful in every way to both customers and business workers. Let’s check out some benefits of the customers – the actual kings.
Understanding Customer’s experience:
There should be coherence in the delivery of products and services; being the most important trick for any business. Besides it, coherence makes the customers feel at ease and more familiar while shopping at a particular place. Mystery shopping helps us evaluate even the tiniest moments with the customers where they feel good and connected with the dealers.
Every brand wants to keep an image of quality and value. An established brand consists of its essence of presentation and customer’s considerations. To keep the customers their priority is the basis of their success. Mystery shopping helps in building such brand images where the consumers can quickly catch the feel-good factors through the provided products and services.
III. Evaluation of staff performance:
Consumers not only buy your products but your staff’s credibility too! The dealing a customer receives every time he visits a brand – matters a lot. To him, a one-on-one conversation with the team members (staff) about the products and its quality is necessary. The buyer is a definite judge and tends to observe everything mystery shopping helps in the growth of the staff and their professionalism.
The feel-good factors are successful only if the customer’s review is counted as a necessity. Here, a customer is the king and to reach to his expectations is quite mandatory for a business to run. Let’s say if I am going to buy a watch worth rupees 10,000, then I will go for a top class brand with the best of the quality product provided. For me, if the dealers are not enough dedicated or I found the products unappealing – they (sellers) will lose a right buyer. Mystery shopping helps such sellers in keeping their sales maintained and simultaneously the customers, satisfied.
Mystery shopping is a very worthy and trendy tool for all the brands and businesses. To work for the betterment of your brand you need to know the areas to be operated upon. It is through mystery shopping that you get to know the exact scenario of how your business is going on and how you want it to move further. It makes you thoroughly informed about your brand and its customers. To provide the customers with better services and products, you then take better decisions too!
A brand needs to be very cautious about its competitors and their facilities being provided. To know about the customers and their wants – competition among the brands is health. Thus, it never leaves the customers dull and not enough excitement. Mystery shopping helps you to know the insights of the market’s competition and much more.
VII. Measuring problems before they escalate:
A mystery shopper is very helpful as he provides with all the required amount of information, necessary for a brand to get enhanced. This is quite beneficial as the brand mechanics can improve the things which may become trouble in future. Customers complaining should not reach to the point of escalation. Mystery shopping helps to acknowledge the problem then and there before it arises hugely.
VIII. Making good customer service great:
Customers are the best promoters for any brand. Their likes and dislikes flourish and floods in the crowd every second. We all know that word of mouth plays a significant role in forwarding messages regarding any brand whether they like it or not. The worst thing about this is that people will tell twice times their dislikes than their likes about a particular brand.
Mystery shopping obliges with the total scrutiny of the brand. A brand is a concoction of many ingredients, and each of them is important. To attract great customers and better sales all the elements are necessary to prepare a brilliant dish. Thus, this dish requires integrity, salesmanship, intuitiveness, price check, visual, etc.; A perfect deal to satisfy customers and their needs, thoroughly.
See your business the way customer does:
No one can collect the perspective of any brand, as a mystery shopper does. His work is to provide statements regarding employees behavior, problems, and conditions of the stores. He has to get as much information as he can to help the brand specialists improve their arrangements and please the customers with their services.