Solutions

1. What is a Mystery Shopping Program - at Phantom Shopping?
2. Is Mystery Shopping worth it for me or for my company?
3. What makes a Mystery Shopping Program successful?

What makes a Mystery Shopping Program successful?

• Gives an accurate picture of employees: „This is how the customers see you!”
• Correct and quickly reviewable feedback enables recognising problematic areas in the treatment of customers, following trends based on location or questions of questionnaire.
• The first, pilot survey serves as basis to identifying problem areas and determining the level of service prior to the Mystery Shopping Program. These values serve as benchmarks to regular surveys.
• A lot depends on the client. After each survey there should be a „internal reaction” of communicating the results of the survey within the company and setting up a system of consequences.
• A succesful Mystery Shopping Program helps define areas in need of improvement and training thus enabling the most efficient allocation of resources.
• Mystery Shopping Surveys can also be used to evaluate the efficiency and payback of innovations and trainings thus providing a valuable means of feedback.
• Any customer could be a Mystery Shopper!
• When this becomes a constant thought for employees,
• When high level of service becomes their everyday routine
• When regular surveys provide feedback and controll-effect, long-term improving trends can be achieved. Formerly characteristic – negative – fluctuations in the level of service can be prevented.
• Thus the amount spent on surveys and training will not be just another sum in the budget, but useful investment that brings profit.
• We have achieved proven results in several areas with our clients. In case You would like to know more about Mystery Shopping Programs, their practical use, training solutions, please contact us, we are happy to be of service for You.