Mystery Shopping is a form of market research. Posing as a typical customer, the mystery shopper observes service quality in an establishment.
What’s in it for me?
As a business manager, you know the importance of customer retention. Competitors attempt to erode your existing customer base through advertisements, promotions or product enhancements, which in turn raise expectations for new customers. Although a shopper’s life will not come to a grinding halt if their expectations aren’t precisely met, little things do influence his or her overall shopping experience.
The role of the mystery shopper is to identify gaps that the customer might not voice – whereas the actual customer might simply decide to shop elsewhere.
For a fraction of the cost of setting of your own, this mystery Shopping Program can provide you with a one-page report on the performance of your establishment. Depending on the level of participation in the program amongst your competitors, the report will also compare your results to pooled results of other firms. By identifying gaps in service and ways to implement and improve best practices, your organization can take steps to enhance customer satisfaction.
Given that large chains already have their own programs, our target demographic consists of independent retailers, restaurateurs and hoteliers. However, even for chain outlets, participation by local branches provides managers with a fresh set of eyes to better their performance.
How do we get started from here?
Participation in the Mystery Shopping Program is open to retailers, restaurateurs, hoteliers and other service providers who are a member of the Greater Kitchener Waterloo Chamber of Commerce.
For more information:
Call Jim Davidson at 416.447.7219 or toll free at 1.877.447.5189
“I have always prided myself on providing the best customer service to my customers but I often wondered if there was more that I could be doing. After participating in your Mystery Shopper program I have come to realize that there was more that could be done. The report I received was honest and insightful and I appreciate the tips for improving the deficiencies that were noted. I immediately implemented most of your suggestions and could instantly recognize that my customers have noticed the improvements. I would recommend that any business could benefit from this type of objective performance evaluation. After all those who aspire to be the best in their field should be more than open to a little constructive criticism.”