Mystery Shopper Study
Determine how to improve sales and service performance. Professional shoppers make personal visits or telephone calls to your place of business, follow a pre-determined scenario, and objectively rate the quality of service and sales effort.
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Identify your company's strengths and weaknesses.
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Objectively measure sales and service performance.
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Document additional information such as facility appeal, how long a customer had to wait, or the number of times the phone rang before being answered.
This evaluative tool assesses the quality of service.
The Shopper Study is a valuable training tool. It is very important to adopt a "catch employees doing something right" approach to the study. If implemented before you begin any in-service training, the Shopper Study will pinpoint areas needing improvement which can then be effectively addressed and corrected through training. Applied as a tracking study, ratings tell the story of improvements and downfalls over time. In a competitive environment, a Shopper Study can also supply information about the strengths and weaknesses of competitors, revealing specific opportunities and threats for your institution.
