W.H.Bender Quote 61 -Influential restaurant and food service industry network...
Mystery shopping introduction
1.
2. Mystery Shopping - a highly valuable performance tool
that provides
• a clear
• accurate
• unbiased account of the interaction between your
employees and your customers.
• It is a performance evaluation process that allows the
owners and managers of service organisations to really
understand how their customers are treated in their
shops, offices or practices, on the telephone, in writing or
online. It identifies the 'gap' between their service beliefs
and the reality of the customer experience.
3.
4. • Mystery shopper is one who is paid by the
company to masquerade as a customer to
discreetly measure the quality of services in
their showrooms and front offices.
• Mystery auditors throw up startling facts and
reveal huge room for improvement.
• Mystery shoppers identify soft skills and
intuitiveness as the key default areas among
store staff in the country .
5. Almost all brands that
have employed mystery
shoppers swear by these
secret audits and say they
will make it a regular
practice.”It really keeps
the people on toes all the
time. They never really
know who could turn out
to be the next mystery
shopper..!
