Knowing what is happening or not happening on the shop floor could be costing you thousands in unmade sales.
The main 2 contributing factors are:-
Bad customer service
Lack of product knowledge
A secret shopping programme consists of visit(s) and or telephone call(s) to more or less any type of outlet, establishment or institution.
There are hundreds of businesses across the Isle of Wight, such as department stores, restaurants, beauty salons, pubs, motor dealerships, and many others, who benefit from secret shoppers to monitor levels of customer service. We use carefully selected secret shoppers to visit or telephone your place of business and appear as normal customers to evaluate the quality of service.
We can reveal how fast "your" customers get served, how clean your store is, how friendly your employees are: whatever standards you set, we can measure your performance against them.
The key is to make the shopper campaign reflect reality as closely as possible, because this elicits better responses and the resulting feedback is more valuable in real situations. It also removes the possibility of staff ''spotting'' a secret shop in progress. Therefore, the scenario is all-important, and should hinge upon the objectives of the programme.
Here at secret shopper we work on your behalf to find those negatives enabling you to turn them into positives.
Secret shopping is a powerful tool to help you understand what it is like to interact with your company from the customer perspective. Unlike surveys, secret shoppers go in looking for certain things and make detailed observations as the experience unfolds.
Some Typical Mystery Shopping Scenarios:
Checking the provision of information and complaint-handling by Customer Services and other customer facing staff
Response to promotional campaigns
Preliminary enquiries for product prices and stock availability, or service costs and ...