Brands, especially customer-facing ones in the industries of Retail, F&B, Automotive, Banking and Services, have training and development programs designed to deliver on their Customer Experience promise.For several large brands with hundreds of touch points and outlets, and even bootstrapped service app start ups, Mystery Shopping can be a significant investment.
Below are some of the ways in which you can make the most of your mystery shopping program -
1. Make on on point questionnaire that ensures objective responses and data that your brand and Customer Experience teams can act on immediately. .
2. Choose the demographics as per the requirement in order to ensure relevant feedback.
3. Keep an eye on the outcomes constantly
4. Combine Mystery Shopping results with other measurement tools
One of the mystery shopping company(http://www.onioninsights.com/) from whom I do audits is Onion Insights.