Understand Your Customers
Understanding how customers and prospects perceive your offers, use your website, visit your stores and interact with staff is essential to ensuring they receive a positive experience and continue doing business with you.
It is also important to ensure that staff approaches and processes are adhered to – either to maintain a consistent brand and business approach, or to abide by industry regulations and rules.
Mystery shopping can be used for all these purposes and should not be pigeon-holed as a consumer shopping exercise. Using professional researchers and shoppers, we can go through a typical enquiry, following a detailed sales process and assess how your staff and touch-points perform e.g.
- Are they cross-selling as intended?
- Are they conveying all information and terms to the customer at the right time?
- Does the call centre remedy all customer issues in an acceptable amount of time?
Mystery shopping and compliance assessment can be conducted in-person, via website, via app, via telephone and even via digital communication. We have the resources and know-how to explore processes and make recommendations on how to improve the customer experience.
