Mystery Shopper Program
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What is a Mystery Shopper? A mystery shopper looks and sounds like a typical customer. The difference is that she or she completes a detailed checklist after leaving the establishment.
As a business manager, you know the importance of customer retention. Competitors attempt to erode your existing customer base through advertisements, promotions or product enhancements, which in turn raise expectations for new customers. Although a shopper's life will not come to a grinding halt if their expectations aren't precisely met, little things do influence his or her overall shopping experience. The role of the mystery shopper is to identify gaps that the customer might not voice - whereas the actual customer might simply decide to shop elsewhere. During the pandemic, many people shifted to online shopping. Today, it is imperative to ensure a great customer experience as people migrate back in-store. |
By identifying gaps in service and ways to implement and improve best practices, your organization can take steps to enhance customer satisfaction.
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