Mystery shopping by Service Solutions


Published on

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)

Published in: Business, Technology
  • Mystery shopping is effective in measuring customer experience - can drive service enhancement rapidly
    Are you sure you want to  Yes  No
    Your message goes here
  • Mystery shopping is an extremely effective way to check what your customers are really experiencing!
    Are you sure you want to  Yes  No
    Your message goes here
No Downloads
Total views
On SlideShare
From Embeds
Number of Embeds
Embeds 0
No embeds

No notes for slide

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 />