Who Needs Mystery Shopping?
todays market of infinite choices how does the customer
decide how to spend their hard earned cash? Many factors
play a part in their choices but once you have convinced
them to come in your door, how will you make customers
come back again and again? You must build customer loyalty
and the very best way to do this is with great customer
service. You can’t undervalue the importance
to customer care; 68% of your customers who stop doing
business with you do so because of poor customer service.
government studies show that one unhappy customer will
tell between 8 and 10 people about a negative experience
and in turn they will tell 5 other people. One unhappy
customer can create a wave of 60 people who have made
the choice not to do business with you.
managers and owners make the mistake of thinking they
can simply observe for themselves to see that the overall
customer interaction is taking place as set down in
guidelines and policies. However, supervisor observations
are not the same as a customer’s. The employees
are more likely to be on their best behavior when being
observed by a supervisor. It is the unaware employee
that will give you the truest representation of your
customer’s experience. Statistics also
show that 90% of your customers will not complain when
they are unhappy with the service, they will simply
walk away. When the customers cross the threshold
after a bad experience you can bet they will take their
business to your competitors.
spend 10 times more money to bring in a new customer
compared to retaining an old one. Mystery shopping allows
you to see through your customer’s eyes. By using
QSI Specialists, you can define the sort of experience
you are seeking.
mystery shopping program can be customized to check
multiple locations at different times of day or even
direct the shoppers to look for certain behaviors. Our
experienced and knowledgeable staff of shoppers and
project managers will make sure your needs are met.
As Benjamin Disraeli said, “The most successful
person is the person who has the best information.”
The information you gain through a mystery shopping
program will allow you to take steps to insure long
term customer loyalty and continued growth with positive