Mystery Shopping India

Bridging gap in service industry Who doesn’t want customers making repetitive purchases and thereby increasing their brands’ revenues? Well, a loyal customer-base is what every business, brand or company wants. And, in order to get there, companies bring into play 5 major service quality (Servqual – dimensions) on the basis of which most of the customers determine the quality of services offered to them. Let’s take a quick look at what those service quality dimensions are all about –   Assurance – Are your employees courteous and knowledgeable? Are they skilled enough to convey trust and instill confidence about your brand in your customers? Remember, a customer gets to interact with your employees in the first place. And, if the former is not comfortable with the latter, recurring purchases might not take place.   Tangibility - Services are very much tangible and most customers get their perception on the quality of services provided by you by comparing th...

Mystery Shopper Insights Vs Customer Insights Are you a brand trying hard to fathom out how good you’re doing? In order to comprehend it, you have to understand what your customers think about you in the first place. Yes, understanding how your ‘Customers’ see your business is more important than how ‘You’ see your business.  Once you get to see through the ‘eyes’ of your ‘customers’, mystery customers, to be precise, you can translate those insights into developing solid business ideas and grip in the market, thus attracting profitable growth.  As far as customer insights are concerned, there are a number of ways you can collect them, like, feedback machines and forms at point of sales, FGD (Focus Group Discussion) and exit interviews. However, are these effective all the time? This is why, banking upon mystery shopping makes a lot of sense here. Let’s take an example -  When a customer visits a restaurant, he or she is more likely to judge the serv...

Process and People of Business What makes a business successful? Whether it’s process or people? Actually, both are important as both are interdependent. Read on to understand the connection between process and people and how can you protect both using mystery shopping solutions. Picture this – there are two businesses, A & B. A is a consistent performer, whereas B is an occasional one. Can you figure out what’s different between these two? The main difference between A and B is well-defined, well-executed and constantly upgraded ‘Business Processes’. How can you define process? It can be described as a set of pre-defined tasks or duties that are needed to be performed in a given business setup. It includes the people who are responsible for doing a certain task at a definite time and stage and how they do the same. Simply put, it is the way in which a business runs systematically and its importance cannot be overlooked in any case. So, what benefits do busi...

Mystery Shopping on staff Can you find out the analogy between mystery shopping and a microscope? A microscope magnifies the objects or particles that can’t be seen with naked eye. Mystery shopping magnifies various strata of customer experience. It has the capability of capturing even the smallest details that are more likely to escape the eyes of an average shopper. The fundamental aspects An ideal mystery shopping program has three basic parts - Hindsight – It includes finding the existing problem areas or the loopholes in a business. Insight – is based on the key findings, it includes the critical aspect to the business. Foresight – It comprises the approaches through which the problem areas can be tackled or eliminated. Waste! Waste!! Waste!!! For some businesses mystery shopping is no less than ‘a wastage of resources’ . Of course, conducting mystery shopping programs is wastage of resources, if your mystery shopping services provider does not worth i...

Staff of company Is mystery shopping to penalize people? Are you planning to hire a mystery shopping service provider? While searching for one of the best and most reliable company, you are more likely to come across a world of information about the concept. And, it is quite obvious that when something is being discussed, it comprises both the pros and cons of that particular thing or idea. Isn’t it? What is the idea of mystery shopping? Although the concept of mystery shopping is not new to the world of business, for some businesses it is still a new concept. So, are you considering mystery shopping as an effective business tool for the first time? Or are you new to the business domain? If so, then there are a number of misconceptions regarding mystery shopping that you need to say goodbye in the first place to begin with it. One such myth is - mystery shopping is intended to penalize people. Actually, the sole intention of conducting a mystery shopping program is not...

Brand Protection through comprehensive Mystery Shopping approach Brand Protection (Comprehensive Mystery Shopping Approach) E verything changes with time, so is your business. With a shift in customer preferences and evolving technological platforms, expectations of your customers are also changing. Probably, you know it well that these changing scenarios can directly influence your brand’s ability to outshine and earn customer loyalty in the long-term. What are you doing for ‘Brand Protection’ ? Every moment of truth is crucial Every interaction of yours with a consumer is a ‘MOT (Moment of Truth)’. It can actually make or break your brand image. HS Brand's  comprehensive mystery shopping approach can help you pinpoint and measure them to help your brand gain positive feedback and build persistent customer loyalty. Moreover, a well-executed mystery shopping program can help you discover faulty back-office elements that might put your brand reputation at st...

Mystery Shopping in Retail apparel showroom According to Forbes 2015, it has been found that by the year 2020, which is not so far, it’s customer experience that will stand out as a  major brand differentiators from the conventional ones like products and price. It is therefore pretty much important for every brand or company to focus on the level of customer experience they’re providing .Moreover, they need a means through which they can ink an exact picture of the experiences of their customers. Better customer experience ? You should actually start thinking about it! Furthermore, another reliable survey noted that near about 86 percent of the buyers are likely to shell out more for receiving better customer experience. However, just 1 percent of the customers think that the service providers or vendors will be able to live up to their expectations. In this context, mystery shopping services offered by HS Brands are impressively effective when it comes to f...

Mystery shopper examining product arrangement It’s observed that a consistent customer service always supersedes a great customer service. Studies suggest that over 95% of customers shop, not only on products offered and pricing but on how well they are treated by employees. And that’s where mystery shopping comes into picture. Any mystery shopping company needs to have the right shopper profile; at the right place and at the right time. In this article, we will shed some light on few influential facts about such organizations, before you decide to partner with any one of them. Mystery shoppers are hired into a client’s business to gather undercover information that would be unavailable by any other means. A commonality for any mystery shopping company is a shoppers profile and about having the right shopper who could conduct your evaluation. A person who himself owns any high end car in the range of forty lakh or above,  would be in a better position to understan...

As Mystery Shopping is also a way to measure employee integrity, the influence on employee’s behavior changes drastically.  A survey conducted by few firms found a clear correlation between a company's attention to customer service and customers' willingness to pay more for good service. It costs approximately 6 times more money to attract new customers than it does to retain an existing one. Mystery Shopping is an investment, not a liability and this could be understood, if we look at it closely Let us consider an example where a company has hired mystery shoppers to check the selling skill of their sales team. In such a case, when the employees come to know that Mystery Shopping program is deployed focusing on suggestive selling, their attitude towards customer changes. Every time a customer visits the store or at cash counter to complete billing, the front end team is aware that their service standards are being checked and in turn they end up doing mor...

Be it measuring the quality of services or products, many organizations rely on Mystery shopping to get an insight into their business. It has become increasingly popular for addressing service related issues.   Organizations these days recognize the importance of improving service and customer satisfaction, hence choose mystery shopping - a tool that’s used externally to measure the quality. Evaluation of services is done by concealing the identity of a mystery shopper, hence giving more accurate and transparent findings. As a result, Mystery Shopping is a proven effective tool to resolve business problems. Mystery shoppers perform specific tasks such as purchasing a product, asking questions, registering complaints, Observe, Record, and Report about their experiences. It helps in gathering information about Service, Quality and other pressing issues benefiting brands to sustain positively.    Knowing the voice of your customer and keeping them happy i...