Tips to find the right mystery shopping service
Finding the right mystery shopping service is not an easy task if you are new to this. There are a few ways that reputed service providers follow and deliver to their clients. Gaining knowledge about these ways will help you take the first step and hire a mystery shopping provider. Here is what you need to know.
Proven ways of the best mystery shopping
1. Predefined objectives for better outcomes
A proficient mystery shopping service provider will ask for specific objectives from the hirer. It helps the service provider to define the factors that govern customer experience at different levels. Based on his experience and the type of industry targeted, he will design the questionnaire and hire the top mystery shoppers for the job.
Predefined objectives enable mystery shoppers to behave as customers accordingly and walk through the buying journey. It helps them to observe various factors and draw a conclusion and generate absolute reports for better mystery audits.
2. Communication
One of the best ways to evaluate the customer experience at a service point of a business is to communicate with the staff on the platform. It enables a mystery shopper to understand the knowledge and behaviour of the staff. Only those providers who focus on communication should be chosen as the present staff are the face of a brand. It also enables a service provider to ensure that no critical point is missed in the visit.
3. Employee encouragement
In some cases, hirers consider mystery shopping as a tool to scrutinize staff behaviour and performance or to spy on them. It is actually not true. Using mystery shopping as a spying technique rather than as an evaluation tool can backfire. It should be used to encourage employees and educate them regarding the pain points a customer faces to enhance the customer experience. Hence, the mystery shopping solution you want to avail must include employee encouragement motives.
4. Consider transformation, not high scores
Another point to focus on while availing of a solution is to transform the customer experience, not to score high. This program enables a business to highlight the pain points and the indication to change a few things. The actionable insights generated from the analytical report will aid in designing a new strategy or revamping the old one to make the customer experience better at specific levels.
5. Employee reward program
Mystery shopping for restaurants and other entities of service industries should include a reward program for the employees. Rewarding employees in specific ways make them feel special and privileged. If they are happy, the service level will increase and so will the customer experience. Reward programs are aimed at motivating employees and escalating service quality.
Wrapping up
These are the prime tips to consider for designing a proper mystery shopping program. These proven ways enhance customer experience and establish a brand perfectly in a competitive market. Hence, hire a mystery shopping service provider that includes these proven ways in the program and rip the benefits from your investment to evaluate your service points.
