Mystery shopping research is an objective and cost-effective way to test and evaluate customer service levels and company operations. You determine the specifics and then our trained researchers, posing as customers, interact with your sales staff and/or customer service personnel. Simultaneously, we test your competitors’ staff and service in the same way.
Researchers record measurements, after the test interactions, by using a questionnaire designed to minimize research subjectivity. We can test to see that your company policies and procedures are being followed.
Think of it as an opportunity to have x-ray vision into your company; to see your organization through the customers' eyes. Meanwhile, get the edge on your competitors by using the mystery shoppers to understand the differences between you and them. It is forward-thinking that will help your company advance past your competitors!
The purpose of this service is not to embarrass your staff. The approach is similar to professional sports team coaches who watch game tapes, to catch mistakes, in order to improve.
Does your company want to improve? Let SRA help you conduct mystery shopping!