About Mystery Shopping
How Mystery Shopping Works - Improving Customer
Service Management
 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 mystery shopping
form, usually online. 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
The original mystery shop reports are transmitted to the client, along
with quantitative analysis, if desired. This transmission is done electronically.
CLICK HERE
for an online demonstration of many of the electronic reporting features
we have to offer.
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.
CHECK OUT OUR CLIENT NEWSLETTER!
Filled with great tips and advice on successful
mystery shopping programs, training and upcoming seminar and conferences.
Call Toll Free 800-CPSHOPS, to find out
how Customer Perspectives' mystery
shopping programs can improve your bottom line!
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