Mystery Shopping is a method used to evaluate the quality of customer service given at a particular establishment or outlet. It uses specially trained people who visit the location pretending to be ordinary customers. The main principle of the mystery shopping method is seeing the business through the eyes of a potential/actual client.
Almost 85% of all companies across the world use Mystery Shopping technology to take control of their locations and improve their customer service.
How it works:
Mystery shoppers visit the outlet posing as actual customers and interact with staff based on a pre-agreed scenario. They then complete an evaluation form. This form is based on the company’s customer service and operating standards. It includes open and closed questions and contains comments and the mystery shopper’s impressions of the establishment.
The visit is also documented using audio, photo and printed evidence.
Before submitting the results to the client company, each evaluation is thoroughly reviewed by 4Service employees.
With this service, you will receive:
Mystery Shopper benefits with 4Service
We use our extensive experience to serve you at all stages of the process, during its establishment, development and adaptation. We will create a special project for you, designed to solve your customer service issues, while taking into account your priorities.
Mystery shopping is recommended as one of the tools used as part of an integrated program to assess customer service quality: real customers’ surveys, Social Media, Sarafan.
The combination of different evaluation methods ensures that assessments are objective and no important customer service components are missed.
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increase in the quality of customer service received during public holidays
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