Customer service is what keeps your clients coming back time and again. Your clients prefer you to your competitors when you provide them with a better quality of experience. Satisfied customers get your business referrals, and it is extremely important that you keep the highest standards that you can through mystery shopping.
1. Mystery Shopping Helps Companies Keep Track of On-ground Operations:
Customer service is manageable when the clients have 2-5 stores but what happens when it grows to 10 to 100 to 500 stores? It becomes very difficult to keep track of SOP’s followed consistently at all the stores.
Many companies perform an internal audit to check compliance at a ground level. It might be not very useful because it does not have the real experience as it is not performed by real shoppers. So, when you, as a mystery shopper submits a report supported by media and share your experience about the store, it is shared with the help of analytics to interpret better and find out grey areas of customer service.
2. Customer’s Point of View
While Mystery Shopping covers myriad aspects for a company, the whole idea is to get the customer feedback. This helps them improve their overall experience. Consumers in India today demand a premium quality service over a low priced service experience. Hence, mystery shopping is a boom in the B2C sector.
Companies often want consumer insights in terms of experience, cleanliness, staff integrity, staff courtesy, hygiene, etc. The insights help them improve each section by proper training. They always strive to provide better customer service by getting Mystery Shopping done at their stores. They take your valuable feedback and reward employees with better mystery shopping scores.
3. Staff Training Opportunities
If the consumer experience is not up to the standards set by the company, the mystery shopping activity generates insights. This helps generates staff training opportunities on how to give the walk-in customers a wholesome experience of their store or outlet. This ensures that the footfalls every week are repeated and new people discover their brand through word of mouth.
4. Opportunities To Serve Target Audience Better
The insights that a mystery shopper gives the brand is imperative to determine two things. First, which aspect the brand should put more effort in and second, which aspects of their stores are non-essential. Insights from a customer point of view help brands curate a very personalized experience for their target audience.
It is because of mystery shoppers that brands understand everything about them from a third-party point of view. Your audit helps them to provide a better experience, improve their services and facilities and conduct marketing activities accordingly.
FloorWalk, with its mystery shopping services, is constantly helping b2c businesses understand and enhance their processes plus overall consumer experience so as to increase their retention rate and stick to their brand message. Looking forward, businesses are turning towards mystery shopping at an increasing rate. This is creating more opportunities for a person to get a maximum number of assignments and earn more as a mystery shopper with a minimal time commitment. Register with FloorWalk to check out mystery shopping opportunities, today!
Click here to get information on how to get started.
