Posted on: 15 September 2017
As a business owner, you may or may not have heard of "mystery shopping," also known as "secret shopping." Just in case it is a new concept to you, mystery shopping is when paid individuals go into a store and conduct business just like normal customers. The only difference is that, once the mystery shopper is done, he or she provides information about what the company did well and what it didn't do well. This information, if put to good use, can help a business to improve in a variety of ways. However, that is not the only benefit to hiring mystery shoppers. There are actually many other benefits as well.
Improve Customer Satisfaction
To start off with, one of the major benefits of hiring mystery shoppers is that you can use the information they provide to improve overall customer satisfaction.
You can choose what type of information your mystery shoppers provide. One of the best things to get them to tell you about is how satisfied they were, overall, with their experience in your store and with the products and/or services they received.
By having them tell you what they liked about the shopping experience and what they didn't like, as well as what they liked and didn't like about your goods or services, you can learn how to improve upon the store experience and even your own merchandise or services in a way that can make a big, positive difference for your business.
Check Up on Compliance
If you have ever asked your employees to do something, like always saying, "Have a nice day" after a transaction or always providing a receipt with purchase, mystery shopping is a great way to see if they're actually doing it.
All too often, employees take shortcuts, forget things they've been asked to do, or just plain disobey the rules you have set forth. By asking mystery shoppers specific questions about whether certain policies or rules were followed, you will know when you need to talk with your staff about following rules or to potentially let staff go. On the plus side, you'll also know when to thank your employees for a job well done.
Plan for the Future
Finally, secret shopping can be really useful when it comes to planning for the future. By knowing where you need to improve and where your employees need to improve, you can come up with everything from marketing strategies to employee training strategies to help benefit your business in the long run.
As you can see, mystery shopping can be very beneficial for your business, so be sure to give it a try if you haven't already. Contact a service, like Service Scouts , for more help.Share