Mystery shopping is hiring trained assessors to visit the stores incognito as customers, record objective behaviors and the interaction process, and being able to observe and record a complete service journey.
Mystery shopper service audits provide insight on?
Pinpoint the pain points of your customers, reducing complaints and negative comments online
Measure service delivery, check consistency, and identify room for improvement for your brand
Provide an objective view on service delivery and help reveal the blind spots
Gather service cases and identify opportunities for growth and development
ell you whose work to recognise and how they did well in service
Regular reports inform store managers their strengths and weaknesses in service, and areas they should do better next time