Retailers are increasingly turning to mystery shopping to give them a commercial advantage over their competitors.
Tough market conditions world-wide mean retailers are having to fight for every pound – and the standard of customer service is a vital ingredient in winning and holding on to business.
Mystery shoppers give businesses essential feedback on the performance of their staff and collect other important market related information.
Julian Chamberlain, the managing director of the Britains’ leading Mystery Shopping company, Retail Active, says there has been a dramatic increase in approaches from national and international brands looking for help in improving their levels of customer service.
Julian Chamberlain said: “More and more companies are turning to Retail Active for advice on how to improve their customer advocacy. Clearly, the importance of customer service has an increased relevance in the current market and big household names are taking it very seriously indeed.
“Good customer service can hold the key to a company’s success or even survival in these trying times.
“Our experienced mystery shoppers give rapid and accurate assessments of customer service and produce reports which can be acted upon within 48 hours.
“Understanding customers and their needs has never been more important, in a market where they hold the upper hand.”
Retail Active has major clients in the automotive, retail, leisure, food and drink and public service sectors.
