Mystery Shop

By: Informed Sources  05-Apr-2012

Attain an unbiased view of your customers' experience through a fully customised Mystery Shop program. The covert survey process ensures this experience is untainted by staff awareness and special treatment.

Programs can be a simple (tick & flick) compliance check of core business guidelines, or a complex program that involves a series of compliance checks to be performed across multiple business areas, with weighted analysis and the execution of a reward and recognition initiative. Either way, these programs result in actionable information that is easily managed and administered.

The implementation of a suitable Mystery Shop program can: -

  • Raise staff enthusiasm and inspire performance, thereby increasing sales and encouraging customer loyalty
  • Identify areas that can be improved and create a point of difference between you and your competitors
  • Enforce greater continuity of service/brand image across your network (particularly if it consists of a mix of company owned, franchised and contracted sites or service providers)
  • Assist with refining training requirements and reducing possible WH&S issues
  • Drive 'best practice' values within your organisation
  • Form the basis of Management Meetings regarding performance and improvement planning
  • Be a useful measurement tool for staff and/or contractor performance reviews
  • Assess and compel compliance to Government Regulations and Legislation

As no two businesses are the same, Mystery Shop service programs are completely fashioned in consultation with each client to guarantee it will best match individual requirements and produce desirable outcomes.

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