Did you know that when customers are unhappy with their shopping experience, there’s a 91% chance they won’t do business with you again? And according to that same article in Inc. Magazine, when a customer is dissatisfied, that customer tells 9 to 15 people about their bad experience with your company.
Shoppers’ View recently worked with the YMCA of Greater Grand Rapids to create and implement a mystery shopping program focused on new member experiences. Welcoming new members is a crucial focus area for a wellness community like the YMCA. This case study offers a behind-the-scenes look at this program and its results—including customer service training […]
26 to 1. It’s a ratio you’ll want to pay attention to.According to the White House Office of Consumer Affairs, 26 customers will stay silent about their concerns while just one complains. That means you’re likely losing customers who never reach out to you for a conversation. Instead they may simply move on…to your competitors. […]
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, […]