Maintaining a happy customer base is a priority for every brand. But, multi-location brands often struggle to deliver a consistent customer experience across stores. A slight downgrade in service quality leads to a bad reputation and a decrease in sales. Meeting the expectation of your customers is vital for your brand’s success.
How to maintain an excellent customer experience across stores? If you wish to evaluate and improve service quality and sales, the Secret shopping program is an excellent tool for your business. The program involves hiring trained mystery shoppers who disguise themselves as regular shoppers to evaluate different touch points affecting customer experience at your stores. Covert shoppers will interact, observe, and rate personal experiences without any bias. The program is thus a proven way of getting a real picture of your store performance, customer experience, and employee behavior working in the stores. The best thing is that you can customize the program and get actionable insights based on your requirement. The data-driven insights will help your business to push improvements that matter to your business.
4 positive outcomes of the Secret shopping program
Wondering about the possible outcomes of the covert shopping program? Mystery shopping allows you to listen to your targeted customers from all angles. The report brings the perspective of real customers to use in ongoing improvement activities. Moreover, the outcomes of this program depend on the objectives and metrics that you wish to measure. Let us look at the possible outcomes of the mystery shopping program:
1. Identify areas for improvement
Identify areas that you need to focus on to improve customer service and other aspects of the stores. The third-party feedback that you get from covert shoppers can be used to make improvements to these areas and enhance the overall customer experience. This program is an essential tool for your business to get data-driven insights into your business issues that need an urgent fix.
2. Deliver a consistent experience across stores
Happy customers are likely to be loyal fans and spread good words about your brand. The mystery shopping program is a step forward for excellent customer experience across locations. That is because test buyers evaluate different aspects affecting customers in your stores. After getting the report, you can assign a team and take steps to improve the service quality that customers expect from your brand. As a result, you can expect loyalty from customers.
3. Identify the training needs of employees
Employees are the face of your brand. They need skills and knowledge to deliver an ideal experience to customers. Without any doubt, skillful and knowledgeable employees are an asset to your brand. But, how do you measure employees’ performance and skills? Mystery shopping is the right choice in this direction. The program helps you to know top performers as well as identify training needs for employees.
4. Evaluate your competition
Apart from analyzing your stores, this program can be used to evaluate your competitors. Get reports of your competitors backed by data, from their strengths to weaknesses so that you can differentiate your brand to gain a competitive advantage.
Time to use the mystery shopping program
Want to gain a deeper understanding of your customers and improve customer experience? Use the mystery shopping service to get actionable insights. But, you can expect the above positive outcomes by hiring a professional mystery shopping provider to run the program. Otherwise, you won’t get objective data to improve your customer service experience.