Mystery Shopping Enhances Customer Experience

Any company will agree that one of the major factors in a successful sales transaction is excellent customer experience. This means that when a customer had a wonderful experience while in-store or within the course of their purchase, that customer will come back for another purchase and perhaps share their own positive experience to others as a form of repaying their positive experience.

But, as much as most companies would like to enhance their customer’s experiences, it seems some are failing due to their lack of supervision. Or, perhaps it’s that they don’t really seem to have any idea what is really going on between their employees and their customers.

It is then necessary for a company to exhaust every means possible to improve their service to their customers as this is vital to their continuing profitability. Who better to measure a customer experience than a mystery shopper? Mystery shopping services report exactly how a customer feels from the time they first interact with an employee until the end of the transaction. These reports also include several criteria such as; the product and services offered, cleanliness, organization, courtesy and even security of the place.

In what way can a mystery shopper help a company enhance customer experience? With the reports created and submitted by a mystery shopper based on his or her own experience as a customer, the company will have a clear viewpoint on what their customers feel. That way, they can improve in the areas where they fail to provide excellent service and continue doing what they are doing in the areas where they received a superior rating.

For instance, a mystery shopper can evaluate if they are greeted with courtesy by the employees, if the items they used are clean, if the transaction is fast and if they are prioritized over less important things. All things that can add or deduct to the overall experience of a typical customer are noted by the mystery shopper to be reported back to the company.

Angela Megasko
Market Viewpoint


About Market Viewpoint

Market Viewpoint offers comprehensive mystery shopping services, complete customer service audits, employee and customer surveys, customer focused marketing strategies, and customer service training to help you improve your customer service and outshine your competition.
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