Our visit and report is effectively a ‘Mystery shopper’/ Mystery Customer programme experience.
What is a Mystery Shopper?
‘a person employed to visit a shop or restaurant incognito in order to assess the quality of the goods or services.’
Why should you use a mystery customer programme?
Because it is the most cost-effective and flexible CRM tool available.
Obtaining feedback is a vital part of a CRM (Customer Relationship Management) program for any business where service and hospitality are concerned.
You will be able to measure, manage & improve.
Mystery Customers allows you to:
- Improve your service levels
- Check staff performance
- Understand your customers
- Keep your clients satisfied, every time
- Increase your sales figures
- Improve stock inventory
- Increase customer loyalty
- Improve your brand image
- Survey your competitors
- Benchmark against previous performance
- Stimulate business growth
It can be deployed quickly and inexpensively. Moreover, it is a flexible program that can be modified and tweaked on-the fly, giving the client access to very current market research without expensive set-up costs.
Hire us to check out your competitors.
Gathering data via surveys and warehousing guest data is a statistically relevant means to determine the health of your quality initiatives. They are like a blood test if you will, a wide-swath measurement that can provide the sound basis for diagnosing weaknesses and prescribing improvements. However, by themselves, they don’t tell us enough to make informed decisions on a strategic level.
Mystery Customers are more like an X-Ray. It is a fine, granular picture of your business examining an area of supreme interest. These detailed images are most effective when they are focused squarely on the customer experience.
In other words, take an X-ray of what is important to your customers and what you normally cannot see.
One of the immediate benefits of a mystery customer program is that the client states for all employees to see what the service criteria are. The information is not being siloed away in a corporate office or taking up space in an employee manual. Getting the word out is half the battle.
The act of measuring those criteria instills a sense of accountability and purpose across an organization of any size. Mystery customers is the most cost-effective way to articulate quality vision, and show that the company means it. You get what you inspect.
Benchmarking unit performance not only identifies company-wide weaknesses and strengths, it also reveals unit outliers (good and bad). Therefore, companies using a mystery shopping program can harvest best practices from the good, and spend time where it counts; correcting the few units that are hurting the brand.
In summary, mystery shopping is one weapon service companies use in a balanced approach to CRM. Used correctly, it offers the most flexibility and immediate ROI of all the CRM disciplines.
Mystery Customers give your business the advantage of discreet and professional self-appraisal for all your customer services.
Rules of Ethical Conduct
Oh So Pretty Planning supports the professional standards and ethics as promoted by the Mystery Shopping Providers Association by following principles of honesty, professionalism, fairness and confidentiality to guard the interests of the public and our clients in order to promote good business practices. We will never falsify or misrepresent reports.