I’m sure you have heard of the term “mystery shopping,” but do you know what it actually means? Mystery shopping is a tool that companies use to visually see the quality of service they are delivering to customers and if certain standards are being adhered to. Unknown to the business they are visiting, mystery shoppers gather information through buying a product, asking questions, registering complaints or acting in a certain way, and then write a detailed report on what they experienced.
Seeing the importance of these unannounced visits, BPA, a provider of 3rd party remote call monitoring, has hopped on the mystery shopping train that allows companies to view improvements that need to be made before customers decide to visit another store instead.
When organizations are armed with information received directly from what a customer thinks and feels, they can see exactly what their strengths are and, more importantly, where they fall short in the customer experience.
Through working with BPA and implementing the BPABuilder.Mystery Shopping program, businesses around the world will be able to gain the information needed to stay one step ahead of competitors, analyze the reasons behind why a customer thinks or feels as they do, utilize highly trained mystery shoppers and leverage Web-based reporting that depicts what’s going on in the organization in real-time.
Chis Proud, head of Marketing at RoadChef, said, “Mystery Shopping is not about catching people out – certainly not the way BPA do it. Their research approach offers objective information upon which we can leverage our drive to be the best at what we do.”
In fact, according to company officials, in the 3rd party remote call monitoring provider’s U.K. office, shoppers will actually go to these establishments with a lapel camera to obtain front line customer service data. Pretty impressive, especially when you add in the other mystery shopping services which include face-to-face visits with the option for video, telephone, e-mail and letter, and brochure and product fulfillment.
To truly see how your customer service interactions rank, mystery shopping is key. Additionally, BPABuilder.Mystery Calling is perfect for the organization that wants to expand its 3rd party remote call monitoring program.
Hey, if you don’t know what areas require work, how can they ever be fixed?