One company that asserts this is absolutely the case is Retail Active the leading mystery Shopping and Brand Audit Company. According to Retail Active we need to assess the level of service we are delivering to identify where we are performing well and not so well on our customer service delivery. Only when you assess the attributes of the experience your customers see as important, can see how to improve your service delivery of these attributes.
The leisure, hospitality and retail sectors are facing tough trading conditions and the need to evaluate the service they offer is more important than ever. Whilst evaluating your own service delivery it is important to bench mark against your competitors so that you can understand what impresses your customers about the service they experience from them.
Each of the Retail Active mystery shopping programmes is unique and designed specifically for the client. This is absolutely essential so always ensure any mystery shopping company is able to offer this detailed level of service.
Retail Active Mystery Shopping Programmes have many distinct benefits such as:
- Providing management information at your fingertips
- Helps significantly raise standards and behaviours, permanently
- Generate a common understanding of your brand standard within your business
- The mystery shopping process is transparent throughout
- Successful mystery shopping programmes save substantial management time and money, not to mention enhanced customer retention
There is one benefit that is often overlooked when considering if Mystery Shopping works and that is the positive impact it can have on embedding important processes and systems to eliminate inconsistency. So to answer the question, does Mystery Shopping really improve customer service? The answer is a very positive YES!
Retail Active, the Mystery Shopping Company can be contacted on 01235 438413 or at www.retailactive.com
