Category: Mystery Shopping

Companies use mystery shopping, IVR and web surveys and other measures of customer experience in an effort to increase customer satisfaction, which will hopefully turn into customer loyalty.  If your company is considering starting a customer experience measurement program (or if you are already using one) it may be helpful to calculate what the potential return on investment may be. 

Customer experience measurement programs are not just nice to have; they need to show a return in terms of dollars. Confero shares a helpful calculator to do just that.

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This checklist includes considerations for retail mystery shopping programs.

1. Making it Difficult for Customers to Contact You:  Many companies have “contact us” email forms on their websites, and for some, this is the only manner in which customers may easily contact them.  Companies frequently desire to measure how easy it for customers to locate contact information on their website.  As an example, one of our clients discovered that it was difficult for mystery shoppers to simply search for a company location nearest them. Online mystery assessments uncover areas critical to a customer’s ability to find and contact you.
    

. Ever wanted to know quickly which of your managers act on mystery shop results, and what actions they have taken?  We thought so!  With action plans, learn how managers respond and when to mystery shop concern areas. Some advantages of action plans are: Easy set up. Your information and hierarchy are already in our […]