The truth is, it is much more costly to lose customers due to a sub-par shopping experience.
Did you know that American shoppers tell an average of 15 people about a poor service experience, versus the 11 people they’ll tell about a good experience? Worse, after one negative experience, 51% of customers will never do business with that company again. Each interaction with a customer is an opportunity to lock in long-term loyalty, or lose them forever to a competitor. Talk about expensive! A mystery shopping program can discover where customer services skills are falling short, so in turn, companies can use that data-set for further employee training. As an added value, mystery shoppers often find that they truly like a certain business and may become long-term customers in a relationship that began in the mystery shopping sphere