Discover why your Sales aren’t Skyrocketing and How to Transform your Customer Service into Profit

Mystery shopping creates opportunities for increased sales by evaluating your customer service – it gives you the concrete truth about your service and where you are and aren’t delivering.

Your staff are the face of your company. They are the ones who engage with your customers on a daily basis. And as far as your customers are concerned, your employees are your brand. But are they meeting the expectations of both yourself and your customers in terms of service?

Your customers come to your business with certain expectations about your products and your service. Unless you know and can meet these expectations, customers will quite happily move on to someone who can. This process isn’t about blame. It is about getting concrete information about your customer service offering, while identifying opportunities to increase sales and provide better service.

So how can you improve service and sales? Many companies opt for knee-jerk solutions like training, incentive initiatives, or tinkering with mission statements. But these strategies will not identify underlying service issues that affect your sales. This is because they have not measured them first. It is like trying to cure an illness that you haven’t had properly diagnosed by a professional. It just won’t work.

Accurate measurement and evaluation is the crucial step to achieving great customer service and improving sales

This is where mystery shopping comes in.

Mystery shopping breaks down your customer service into tangible, measureable elements – identifying your key customer service issues that require development.  

It identifies the issues behind why your sales aren’t skyrocketing.

One of our mystery shoppers will pose as a customer, and then complete a questionnaire that we have designed to measure the specifics about your customer service. These include things like:

• If your organisational strategies and brand are being implemented at the point of customer contact – or if your training programs have resonated with staff
• If you are meeting your customers’ desired level of service, or even the most basic level of service – it gives you unbiased data about your service in numbers not just words
• Any operational issues that are beyond your employees’ control and need overhauling like products, stock range, value for money

Mystery shopping will give you feedback that is actionable, because our shoppers are trained to observe, experience and rate your customer service - unlike a customer who may randomly complete a survey for their own reasons (such as a prize or because they are disgruntled). Mystery shopping tells you what you need to do to improve your service from someone who has experienced it firsthand, and more importantly, from someone who is objective.

Read on to find out how mystery shopping compares to other customer service evaluations, and how the results will transform your business.