As online shopping becomes more popular, a seamless multi-channel customer journey becomes ever more important. Tiptop’s O2O mystery shopping audit covers all channels, including in-store, online and telephone hotline interactions, so you can get a holistic picture of how customers really feel in the entire shopping experience.
Mystery shopper service audits provide insight on:
Customers not satisfied but don’t know why?
Pinpoint the pain points of your customers, reducing complaints and negative comments online
Inconsistency in service delivery?
Measure service delivery, check consistency, and identify room for improvement for your brand
Not seeing the “real” service when you visit your stores?
Provide an objective view on service delivery and help reveal the blind spots
Difficult to find training focus and needs?
Gather service cases and identify opportunities for growth and development
Don’t know which store has good service, or why?
Tell you whose work to recognise and how they did well in service
Store managers lost their grasp in service quality?
Regular reports inform store managers their strengths and weaknesses in service, and areas they should do better next time
Why Tiptop?
More than 300 shoppers with diverse background
Shopper Training that trains shoppers to observe all the service checkpoints that counts
Rigorous Quality Control mechanisms that ensure every checkpoint is covered with accuracy
