Mystery Shopping Measures To Holistically Improve Business Performance

By measuring the right things you can analyse, develop, motivate, inspire and achieve substantial improvements. Measure the wrong things and all advantages may be lost.
Measurements should be simple. If they require a lot of explanation and definition, then collecting data and translating that data into actions becomes less powerful and possibly a waste of time and money.

If you measure what you do, your team can evaluate alternative approaches to be more effective (doing the right things) and efficient (doing things right).

Sharing the measurement information is essential; this gives the team feedback and focus. After all "What you can measure you can manage" and "What gets measured gets done".

Those businesses that succeed and make money constantly assess themselves and improve in all dimensions of their offer, it's essential when defining measures that the mystery shopping criteria is Specific, Measurable, Actionable, Relevant, and Timely
At Retail Active we measure and collate information about each and every part of the customer journey. We examine the customer experience from initial thoughts to their lasting impressions of your business.

Mystery Shopping is only one part of the holistic service we offer. Just as important is the powerful information we gain from:
Employee Satisfaction Surveys
On-line surveys
Video Mystery Shopping
Retail and Brand Audits
Compliance Checks
Telephone Mystery Calls
Facilities Audits
Price Surveys & Audits
Competitor Benchmarking
Understanding this data can be key to creating positive improvements to your brand and business.
All of our Mystery Shopping programmes are bespoke and unique. Each one is designed specifically for our valued clients. We are able to offer this detailed level of Mystery Shopping service because our systems are the most advanced and proactive available.

How Mystery Shopping Can Assess Your Customer Loyalty And Generate Better Profits.

The best predictor of customer loyalty for most businesses is how likely their customers would be to recommend your company to a friend or colleague? When customers are truly loyal they not only remain committed to the company but also actively recruit new customers on your behalf.
Every company can divide customers into three categories; these are Promoters, Passives and Detractors.

Promoters are loyal enthusiasts (advocates) who keep buying from you and are highly likely to recommend your company, again and again.

Passives are satisfied and likely to recommend the services and products you offer, BUT could easily be enticed by your competitors.

Detractors are your unhappy customers who would be unlikely to buy from you and may encourage their friends to use your competitors – These are dangerous customers and can wreck a business reputation.

By analysing your promoters, passives and detractors you can measure your company’s advocacy metric. Your advocacy metric is linked directly to your company’s revenue growth rate. It takes into account both the increased word of mouth marketing as well as the lost potential growth.
Retail Active, the mystery shopping company, specialises in guiding companies to measure and improve customer advocacy and profits. They use sophisticated tools to determine customer advocacy, by store, by region and brand. These analytical tools help determine the strategic options to increase the number of advocates supporting you.

The customer experience you deliver each day, through every interaction, direct and indirect, either builds or destroys your brand.

Retail Active are experts in turning pioneering research into measurable ways to improve business performance, quickly and with surgical precision.

If you would like to learn more about how Mystery Shopping can assess your customer loyalty and generate better profits, contact Retail Active on 01235 438413 or visit www.retailactive.com