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 (Banking, Telecom, Hospitality, Heathcare, Retail, Financial Services,BPOs)

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Mystery shopping by Service Solutions

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