There are many mystery shopping program benefits. From keeping an eye on the competition, a mystery shopping program can highlight areas that are doing well as well as areas that need some more attention. It’s a qualitative and quantitative way to take your company’s pulse and check on performance, brand perception, and the general customer experience.
Check Store/Branch Presentation and Sales Material Performance
This one is particularly useful for any business with a physical storefront. If you’ve ever wondered if your shop/branch is kept in clean condition, or if the marketing material provided is correctly displayed, this is something that a mystery shopping program can help discover.
Evaluate How Staff is Performing
Do you ever wonder if that last wave of customer service training actually had an impact? Why not use mystery shopping to check?
By sending in mystery shoppers, you can evaluate how your staff is living up to your brand promises, managing complaints, and dealing with customers in general. Mystery shopping can also provide an HR department with actionable insights on individual or group staff performance.
Get to know how Customers perceive your brand
When customers come into your store or search for your business online, what do they think about your brand? Has your latest CSR push made the difference you were hoping for? Is your brand living up to its promise?
Brand perception is more than just brand image, it’s about the buying process, the entire customer experience. By using mystery shoppers, you can see how customers experience your brand and the processes they go through to make a purchase.
Test Functionality of Internal Procedures and SOPs
One of the best mystery shopping program benefits is the ability to test internal functions. How do internal systems and standard operating procedures work? Does staff find them easy to implement, are they even using them, or do they not work as well in action as they did on paper? Mystery shopping can also check to see if maybe your SOPs need to be updated.
Analyze the Competition
Knowing where you stand in relation to your primary competitors is just smart business. Mystery shopping the competition can provide you with detailed analysis to see how your business can perform better and even outstrip your rivals. Use a mystery shopping program to help you carve out your own niche in a highly competitive industry, no matter what that industry might be.
These are the mystery shopping program benefits your company can use to help identify areas in need of attention. There are plenty of other benefits to be had, and ARM can guide you through setting up the best program suited to your business.
