Implementing a Mystery Shopping Program:
What's the difference between good customer service and great customer service anyhow? Most of us think we're doing a pretty good job of meeting our customer's needs. And that's where the problem lies. We should not be striving to just meet our customer's needs. Great customer service means anticipating their needs and exceeding their expectations. The result will be loyal customers who become advocates for your brand.
Anonymous Insights, Inc.
P.O. Box 1548
Dublin, OH 43017
Copyright Anonymous Insights, Inc.. All rights reserved.
You’ve developed your brand standards. You’ve spent a lot of time and money training employees. Now comes the moment of truth. Are your front line employees delivering the kind of service that will keep your customers coming back? There’s only one way to know for sure. Implement an on-going mystery shopping program that will identify whether or not your employees are meeting company standards.
Anonymous Insights will work collaboratively with you to develop a program that measures your Key Performance Indicators. We will recruit and educate shoppers that are best suited to your program. Our mystery shoppers will visit your business as a typical customer, purchase your products or services, interact with your staff and then report their findings back to us.
However, this is just the first step. What you do with the data will determine the success of the program. The results should be used to identify trends and opportunities for improvement. The most successful programs use the results to reward and recognize high performance.