Mystery Shopping India

How do I plan a Mystery Shopping activity ? What happens when…?  People, who come from chemistry background, know this above mentioned expression very well. However, here in this blog no chemical reaction is going to be discussed. So, you don’t need to scratch your heads. Jokes apart, a good understanding of ‘what happens when’ can actually help you save your business and fetch desirable results. The agenda of this blog is how to plan a mystery shopping activity? In order to make a foolproof and actionable plan, first of all you need to know this ‘what happens when’ a customer arrives at your store or gives you a call. If you aren’t aware of the answer(s), it’s high time you should take your business seriously. First impression is the last impression, after all! Dear reader, the experience a customer encounters at your retail outlet or while he or she calls your company decides whether or not he or she will come again. Mystery shopping – a gateway to good ROI Bus...

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...