Mystery Shopping is something very dear to my heart.
If you don't have 5 minutes to watch the audio slidecast, here are the 12 ways mystery shopping can improve service.
- You get the behaviour you measure
- Service becomes measurable in detail
- Direct Behavioural change is possible
- Staff Guidance on procedures
- Specific actionable plans from results
- Identify stars to spread the word
- Actionable judgement from unbiased evaluators
- Tap into competitiveness
- Benchmark performance against other industries
- Shows solid Commitment from the organisation
- Enables you to calculate the financial impact of improvements
- Staff are more alert.
Are you getting full value out of your customer service measurements? Can you think of any other benefits?
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