Confero Blog

Customer Satisfaction Research vs. Mystery Shopping: A Dialogue Revisited

Oct 30, 2008 by Elaine Buxton

In our current economy, customer retention is at the forefront of good business strategy. Well-run companies know that keeping customers coming back, even in this difficult economic climate, will ensure success down the road. With so many businesses focusing on customer service strategy and so many approaches to customer experience measurement out there, I’m often asked which measurement method works best.

Customer satisfaction research methods include web surveys, phone surveys, Interactive Voice Response (IVR) surveys and the like. Mystery shopping involves sending someone to pose as a customer, interact with products and people at the site, and then report on their observations. Shopper observations are directed by the program’s set up and requirements.

read more >>

[0] Comments

Page 1 of 1 pages