6 Ways Mystery Shopper Can Help Your Business
Mystery shopping is a method used by companies and organizations in Singapore to gauge their performance and improve where need be. This involves hiring mystery shoppers who measure the quality of service and gather any other information needed to help a company steer forward. It does not matter what business establishment you are running but mystery shopping can be a tool you can use to help your company.
How can mystery shopper service help your company or business?
As a business owner, you may not know whether the products you are offering meet the needs of your targeted customers. Mystery shopping can help you realize whether clients are happy with the products. Do the products need any improvements? Have your products actually caught the attention of the targeted market?
Mystery shoppers can help you know whether employees are performing accordingly. They will be able to analyze how they treat customers, whether they are helpful, welcoming and accommodating. Are there any employees that are making you lose business? This may be by driving clients away because of a bad attitude or not offering timely services.
What is their level of knowledge on the products they are offering? Are customers greeted cheerfully and are assured of someone who will help them make purchases or get the information they require as soon as they are in the business premises? Do they have to wait for long before someone attends to their needs? Is the client-staff ratio okay or are the staff members overwhelmed by the number of customers they have to attend to?
Is there a consistent flow of products and quality services in your business outlets? This can be checked through frequent visits to the outlets by mystery shoppers. Are products always available or do customers have to miss on some purchases because they have run out of stock. Are the employees consistent in their service delivery? Do they perform according to how they are feeling or do they offer clients excellent services regardless of the situations they have to deal with whether personal or at the work place?
Mystery shopping can help you learn whether clients are getting the right information. Some employees may give the wrong information because they do not have enough product knowledge. Mystery shoppers can ask specific questions on certain products they want to purchase or ask for help with issues they are facing concerning the purchases they have made at the store. How do employees handle such issues? Is the advise they are getting correct?
There are laws and regulations that govern your specific type of business. It is important to learn whether employees are following and practicing them accordingly to avoid any problems with the law. Is your business actually delivering the products it is registered to offer? Are employees following the rules you have put into place? Do they take advantage of the fact that you may not be around all the time to check whether they are performing according to the set business standards?
It is through the eyes of the customer that you get to know the members of your team that are performing highly, those that need to improve or those that are a disappointment. Customer experience can help you know the employees that need to be rewarded for their good work. This will keep them motivated and they will feel appreciated for the work they are doing. Those who are not performing according to expectations will also be motivated to work harder to reach a point where they can also be recognized and rewarded.
In order to stay relevant in your target market, you need to know whether your business is competitive. What do you need to improve on in order to beat your competition? What are your competitors’ strong points that lack in your business? What makes some of your target clients prefer services offered by your competitors and not yours? Information gathered will help you improve in order to stay on top of your competitors.
These are just some of the benefits your business will get when you employ the services of a mystery shopper. You will realize that the information you get will help you improve which will mean a more profitable company.