What makes a mystery shopping campaign “sticky”—bringing tangible results to your company through methods that have staying power? It’s simple, but it’s also easy to miss. Your mystery shopping program has to be a great fit with your corporation: your culture, your people, your values, your brand. From your program set-up to post-program strategy, your mystery shopping campaign needs …
One of the most important parts of a successful mystery shopping program is how the data is presented and analyzed. The data we collect for our clients is the main takeaway, the information can be as valuable a year from now as it is today. You can watch your trends year over year, or region …
This is the second part of a two-part post on industries that need mystery shopping. If you’ve landed here, be sure to check out Part 1 first. Consistent and sustainable practices, like those outlined in The Game of Inches by Nigel Collin, create long-term partnerships between businesses and clients. That’s why mystery shopping, which helps you improve customer …
7 Industries in which Mystery Shopping is Essential (Pt. 2) Read More »
Mystery shopping has long been a go-to practice in service industries like hospitality and retail. But today we’ll look at several additional high-dollar industries where the results of mystery shopping can mean customer loyalty for life. Evaluating customer service in the beginning stages of a conversation can make all the difference for a successful long-term partnership. The little things, …
7 Industries in which Mystery Shopping is Essential (Pt. 1) Read More »
Many people think mystery shoppers are only used by restaurants and retail stores where customer interaction is ever-present. And historically speaking, these have been two of the most common users of mystery shopping services. And it makes sense; when a company relies on hundreds or thousands of successful interactions to generate all of their revenue, …
SURVEY CUSTOMERS OR SEND OUT SHOPPERS? Clients often ask us: which SV method is right for my business? One of the most common strategy comparisons is customer satisfaction surveys vs. mystery shopping. It’s a discussion that depends on a few factors. We’ve seen organizations thrive in each method, of course, but there are key indicators that …
Customer Satisfaction Surveys vs. Mystery Shopping Read More »
The scenario Imagine you’re a restaurant executive, and you’re tasked with setting a new standard for customer service across your locations. Your team develops extensive training for hosting and serving that is implemented around the country. Thanks to your efforts, staff will now train with a sample script and procedural guidebook to keep brand consistency …
Customer Experience Measurement and Accountability Read More »
Here’s a video overview from Tony Abbo, our Director of Business Development, on the basics of Hidden Video Mystery Shopping and why it could be an important tool for improving your customer service!
Is your mystery shopping fueling your employees’ passion or creating paranoia? Too often employees feel that stealth evaluation techniques like mystery shopping are used to punish them or to catch them at their worst. However, mystery shopping, when used effectively, helps employees to perform at their best. Remember, as humans we crave validation and recognition—it’s …
Prevent Mystery Shopping Paranoia: Partner With Your Employees Read More »
Imagine you’re a student. You’ve been in class a few weeks—paying close attention and taking copious notes, of course—when it’s time for your first exam. You look down at the paper and you’re stunned. None of the questions are based on the course material. There’s no way you could pass with the preparation you’ve been …
Company Leaders: Prep Employees Before Paying Mystery Shoppers Read More »