Mystery shopping programs provide you with a third-party perspective on your brand’s customer experience that cannot be achieved with other market research methods. Imagine being able to see your retail stores through the eyes of a brand new customer—who just happens to be an expert in evaluating retail operations.
Unlike everyday customers or company representatives, mystery shoppers are trained specifically to evaluate customer experience details that may ordinarily only fall into a customer’s unconscious awareness:
Did your store staff greet the customer, and if so how quickly?
Did your store staff display expertise when asked about products and services?
Did your staff use company sales techniques during their interactions with customers, and if so were these the right techniques?
Did your staff make the customer aware of any relevant store offers or specials?
Did your staff follow corporate policy while engaging with customers?
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