Use mystery shopping as a way to improve the performance of your team, and not only to measure output. Mystery shopping can be used as a tool to make sure that the team is delivering a good customer experience.
The assessment form should include questions that will improve performance. To further engage their employees, the best companies include them in the assessment process. After all, they know their customers better than anyone else! For a Data Analysis Company, consider https://shepper.com
Regular mystery shopping will increase the performance of your team. You can improve the performance of your staff without having to do anything else.
Get insight into the entire customer journey and not just the service element. It’s important to know how your teams perform in a mystery shopping exercise, but it’s equally useful to see how the entire customer journey works and if it’s performing as expected. Are automated emails being received and working as expected? Is it easy to use the telephone system? Can they easily find information on your site and place their order? These are the best ways to understand what your customers think and to use their feedback to make improvements.
Staff retention and recruitment
Are you unsure why your recruitment or retention rates are low? The best way to assess your HR is with mystery employees. Mystery employees can provide an accurate analysis of your onboarding processes, from recruitment to the day-to-day work.
Compliance
Most industries and governments have guidelines that must be followed by businesses. You’ll be aware of the importance of regular audits if your business is in the education, fundraising or care sectors. Mystery shoppers can:
- Test scenarios with an area of vulnerability
- Review security protocols
- Check if the ID of education test centres is up to date and conforms to government standards.