What are mystery shopping programs?
Mystery shopping or ‘Secret Shopping’ is a process that allows business owners to keep abreast of the quality of service they are providing and identify any product knowledge, training or compliance issues. Shoppers gather data in a number of ways such as asking detailed questions, making a purchase or registering a complaint. The data collected can be for the business owner's store or for competitors.
In essence, mystery shopping allows business owners to ensure their staff are delivering on their brand promise. Typical industries where mystery shopping programs are implemented include retail, hospitality (restaurants, hotels etc), banking, airlines and other service industries.
Why should business owners use mystery shopping?
Mystery shopping provides an ideal method for organisations to measure their customer's experience, right from first impressions to purchase and after-sales service. The data collected provides a snapshot of a brand in action, allowing stakeholders to identify problems in the sales process and take appropriate action.
What are the advantages of MYSTERY SHOPPING programs?
Undertaking a mystery shopping program offers many benefits to businesses such as:
Improve customer satisfaction: Create an exceptional customer service culture, gain more repeat customers and referrals while attracting more new customers and increasing profits.
Maximise advertising spend: Ensure the branding promise is delivered on the retail floor.
A competitive edge: Understand how your business performs in relation to customer service, pricing, product quality and more when compared to your competition.
Identifying problems: Early detection of potential problems.
Identify training needs: Reduce training costs by identifying specific training needs.
Reward high-performing staff: Sales numbers don't always tell the full story. Know who your high-performers in customer service are and reward them accordingly.
What can be measured WITH MYSTERY SHOPPING?
Some of the elements which can be measured include:
Sales performance: How are your sales staff performing? Do they have sufficient training? How do they interact with their customers? Are they building rapport? How do they handle objections and complaints?
Product knowledge: Do all staff have the required product knowledge? Are they able to recommend appropriate products? Can they upsell?
Store presentation: Is the presentation of your products, store and staff up to standard? Are there any issues relating to cleanliness or hygiene?
Delivery and return procedures: How are issues relating to repair, warranty and installation handled?
Product quality: Is the presentation of your products, store and staff up to standard? Are there any issues relating to cleanliness or hygiene?
Buying experience: Is the overall purchase experience positive? Do procedures need to be modified? Are add-on sales opportunities being capitalised on?
Finding the best MYSTERY SHOPPING Company
The Realise Group have been developing mystery shopping programs in Australia for over a decade 20 years and helped many of this country’s leading brands understand exactly what it is they’re delivering to their customers. Contact us today for more information.
““From a global perspective our company rated it as outstanding and one of the best Mystery Shopping programs we have seen. From our experience with The Realise Group, we would have no hesitation in recommending them as your Mystery Shopping Company.””
SUPER SHOPPER
Super Shoppers are skilled secret shoppers that make detailed observations above and beyond regular mystery shopping. They provide careful feedback on the customer experience and can supply appropriate and subjective information to assist with strategic planning and development.
Unlike mystery shopping where specific pre-determined standards are assessed, a Super Shopper takes a more qualitative approach and is able to report on a series of detailed assessment criteria identifying specific problems and missed opportunities.
Our Super Shopper program provides businesses with the observations and recommendations they require to better understand what drives outstanding customer service and successful sales.
The Realise Group is a member of the Mystery Shopping Professionals Association (MSPA).