Mystery Guest & Mystery Shopping

Mystery Guest & Mystery Shopping is a method that measures the overall consumer experience. This method is used by companies and organizations to help them measure the quality of services and sales, regulatory compliance, job performance, or the collection of specific information about the market or their competitors.

What are the advantages of hiring ``Mystery Guest``?

A 1st Financial Training Services study found that 96% of unhappy customers don’t complain, however, 91% of those will simply leave and never return. According to Lee Resources International, for every customer complaint there are 26 other unhappy customers who have remained silent. 

The role of Mystery Guest/Shopper is to avoid such situations and to convey any experience, whether positive or negative, to the company in a very direct and objective way.

We know that small details can spoil the atmosphere and turn a visit to the facility into a bad experience, which we do not want to repeat. It is important to see what can be improved and act accordingly.

Based on a detailed report, the company makes decisions to improve procedures, stand out from the competition, strengthen the company’s philosophy, strengthen the brand image, improve service quality and increase customer satisfaction.

With this program, each location will be evaluated with a customer visit. Each location will be evaluated according to basic criteria:

  • Service — Visit: did the seller verbally greet the customer, was eye contact established, did he say thank you and so on?
  • Cleanliness — Is the location clean? Access? Entrance? Decent looking seller?
  • Sales quality — Is everything explained in the right way? Was there cross selling, up selling or down selling?
  • Speed of service — How long did the customer have to wait to be served?
  • Queue Management System — How well did the salesperson manage the queues
  • General atmosphere — Do employees look worried or happy? Do you feel professionalism?

In addition, outstanding service defined as behavior that creates a memorable experience and that motivates the customer/visitor to shop/visit you frequently and to tell others about you is also evaluated. This is especially assessed in the context of service attributes such as initiating conversations, recognizing customer needs, reacting quickly to problems, and general responsiveness to customer requests.

LET'S WORK TOGETHER

Send us good people, we will get them back to you even better.

Blue Coach

  • The Capital Plaza, Bulevar Džordža Vašingtona 102, A18
  • +382 20 671 222
  • info@bluecoach.me
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