Mystery shopping by Service Solutions

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This presentation details how mystery shopping can help an organization in various ways. Conducted by Service Solutions, a niche firm involved in Customer Experience Enhancement across industries …

This presentation details how mystery shopping can help an organization in various ways. Conducted by Service Solutions, a niche firm involved in Customer Experience Enhancement across industries (Banking, Telecom, Hospitality, Heathcare, Retail, Financial Services,BPOs)

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  • Mystery shopping is effective in measuring customer experience - can drive service enhancement rapidly
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  • Mystery shopping is an extremely effective way to check what your customers are really experiencing!
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  • 1. Customer Experience Measurement
  • 2. What Is Mystery Shopping?
    Mystery Shopping is the practice of using trained
    shoppersto anonymously evaluate :
    Customer Experience
    Operational Efficacy
    Employee integrity
    Merchandising
    Service / Product quality
  • 3. What Is Mystery Shopping?
    Other names for Mystery Shopping :
    Tele Checks
    Virtual Customers
    Anonymous Audits
    Secret Shopping
    Surprise Evaluations
    Mystery Customers
    Spotters
  • 4. Why Use Mystery Shopping?
    When location, pricing, and product assortment are no longer unique, service is often the key to success or failure
    It costs much more to get a new customer than to keep an existing one
    One unhappy customer will tell 5 other people of their bad experience with service
  • 5. Driving
    Exteriors
    Standardization
    Infrastructure
    Interiors
    Display
    Overall Experience
    Product
    Value for money
    Soft Skills
    Services
    Sales Skills
    Service Experience
    Turn Around Time
  • 6. Why Use Mystery Shopping?
    In short……
    “Inspect
    What
    You
    Expect”
  • 7. Trained shoppers to anonymously evaluate :
    Customer Experience
    Softer elements like overall environment, selling skills, body language
    Feedback through:
    Benchmarking,
    Focussed Groups & Mystery Audits for
    Self, Competition &
    Best In class
    Defining end to end customer touch point and auditing each interaction for compliance and further improvement
    Trained shoppers to anonymously evaluate:
    Operational Efficacy
    Employee integrity
    Merchandising
    Auditing interaction quality & customer experience at IVR, SMS, Website, Written communication (Email, letter & fax)
    Training & Workshop
    Process Optimization
    Process Audits
  • 8. Interaction Audit
    Call Listening
    Mystery Calls
    Customer Feedback
    System Check for loop closure
    Audit Result
    Key Advantages
    Sanity Check: “Inspecting” what you are “Expecting”
    Regular Feedback: Ensures similar experience every time to the customers
    Training : Clearly highlights training needs
    Reporting of observations
    Suggest actionables
    Suggest training & quality improvement
    modules
  • 9. What Are The Benefits of a Mystery Shopping Program?
    Monitors and measures service performance
    Improves customer retention
    Makes employees aware of what is important in serving customers
    Reinforces positive employee/management actions with incentive-based reward systems
    Provides feedback from front line operations
    Monitors facility conditions - asset protection
    Ensures product/service delivery quality
    Supports promotional programs
    Audits pricing & merchandising compliance
    Allows for competitive analyses
    Compliments marketing research data
    Identifies training needs and sales opportunities
    Educational tool for training & development
    Ensures positive customer relationships on the front line
    Enforces employee integrity
  • 10. Who Uses Mystery Shopping?
    Any business/organization that needs to monitor it’s operations, facilities,
    product delivery and service performance
    Banks
    Retailers
    Telecom
    Call Centers
    E-Commerce services
    Government agencies
    Hospitals
    Manufacturers
    Franchise operations
    Promotions agencies
    Automobile Workshops
    Hotels
    Restaurants
    Movie Theatres
    Recreation parks
    Transportation systems
    Fitness/health centers
    Property management firms
    Freight/courier services
    And many more……
  • 11. Mystery Shopping Methods
    In person/on-site
    Telephone
    E-Commerce web site
    Hidden video/audio recording
    Full narrative shopping (qualitative)
    Checklist shopping (quantitative)
    Purchase & return
  • 12. How Mystery Shopping Happens?
    Step 1: Setting Objectives & Goals
    Step 2: Program & Questionnaire Design
    Step 3: Defining & Recruiting Shoppers
    Step 4: Data Collection
    Step 5: Data Preparation
    Step 6: Reporting
    Step 7: Review Findings and Repeat steps 3-7.
  • 13. Contact us :
    Vijay Jassal
    vijay@servicesolutions.co.in
    +91-9811318202
    www.servicesolutions.co.in