How Mystery Shopping Works
It’s no mystery why businesses use mystery shopping to help them better serve their customers. It works! And improved customer service management improves your bottom line.
Improving Customer Service
When a company decides to take a closer look at customer service or monitor the success of their training efforts, they contact Customer Perspectives™ to plan a mystery shopping program.
Custom-Designed Programs
Customer Perspectives™ helps business managers customize a strategy for customer service management. Every company has different needs, so every strategy developed by Customer Perspectives™ is unique.
Implementing the Program
Customer Perspectives™ uses its vast database of mystery shoppers throughout the country to find the ones best suited to your particular mystery shopping program. We choose qualified shoppers near your locations, giving priority to those who are experienced, highly rated and MSPA certified.
Shopper Preparation
Shoppers prepare in advance for their mystery shopping assignments by reviewing detailed guidelines about each client’s needs. The custom-designed mystery shopping forms address those issues that are particularly important to the client in a format that is easy for both the shopper and client to understand.
The ‘Shop’
Armed with information about the business, the mystery shopper visits the client’s locations. Simulating a normal customer experience, the mystery shopper pays careful attention to every detail of the visit, from the cleanliness of the store to the friendliness of the employees, their sales ability and their product knowledge.
The Mystery Shopping Report
After the visit, the mystery shopper completes the online mystery shopping form. This form, which contains space for detailed comments, gives the company’s management team a “bird’s eye view” of how customers are being served.
Quality Assurance Guarantee
Before mystery shopping reports are transmitted to the client, each one is carefully reviewed by our Quality Assurance Team to ensure that the shopper has addressed all of the issues important to the client.
Utilizing Report Information
Data summaries are sophisticated, yet simple. Due to the flexibility and constant updating of our information systems, we can custom design summary reports to meet all your needs. For example, summaries can analyze data by question, period of time, location, region or whatever you require, including graphs.
Shopping reports and data summaries reach you quickly, neatly and error free via our password protected website anytime, day or night. Hierarchical security allows you easy control over what information is available to various levels of management. Our customized data queries offer endless viewing possibilities!
Clients use the information in a variety of ways, including measuring training, identifying deficiencies and rewarding exemplary employees. Both the mystery shopping reports and the data roll-ups become a key piece of the company’s customer service management strategies.
CLICK HERE for an online demonstration of many of the electronic reporting features we have to offer.
PLEASE NOTE: This demo requires a high bandwidth connection for optimum viewing. If this takes more than a few seconds to load on your system, please contact us to receive a free demo disk.
Call Toll Free 800-CPSHOPS, to find out how Customer Perspectives’ mystery shopping programs can improve your bottom line!
