Mystery shopping services can help businesses in several ways: 1) Identify areas for improvement through objective customer research, 2) Understand opportunities by measuring customer service performance, and 3) Boost staff competence and sales through targeted training based on mystery shopping data. Mystery shopping involves anonymous shoppers testing various customer touchpoints like in-store, online, or phone to collect both qualitative and quantitative data on customer experience. Businesses can then review the compiled data to identify operational or staff issues and link performance to sales metrics in order to focus training and drive better results.
Mystery Shopping How Great Companies Design And Manage An Effective Programbarrygross
The document discusses two case studies on defining and achieving quality service through mystery shopping programs.
The first case study examines how a company defined quality for its chauffeurs based on customer feedback. It established core competencies in driving skills, customer service, and professional presentation. The company then trains chauffeurs, conducts "ghost rides" to inspect service, provides feedback, and has a corrective action process to help chauffeurs meet standards.
The second case study discusses using a "Voice of the Customer" process to understand what customers view as important. It involves interviewing customers, sorting their feedback into categories, and using this to measure and improve performance on elements that matter most to customers.
Mystery shopping involves using trained individuals to anonymously evaluate customer service by posing as regular customers. It originated in the 1940s when a company first used the term "mystery shopping" and private investigators previously used similar techniques. Mystery shoppers are hired to collect information on store displays, prices, and staff quality. They are trained and use checklists to document their experiences before submitting evaluation reports. The goal is typically to measure service quality but competitors can also be evaluated. Benefits include improving training, focusing on important customer issues, and rewarding good employee behavior. Customer satisfaction is important for customer retention and positive word-of-mouth.
Mystery shopping provides an unbiased account of customer interactions by having shoppers masquerade as customers to evaluate services. It identifies gaps between a company's service beliefs and the actual customer experience. Mystery shoppers spend time reviewing stores or other locations to identify soft skills and issues among staff, providing feedback to help improve customer service. Their evaluations take 30-45 minutes for small stores or 2-3 days for hotels. Companies find mystery shopping valuable for keeping employees attentive to customer service.
When it comes to monitoring employee behaviors: service and sales behaviors that drive customer experience success, no tool is better suited for that objective than mystery shopping. Mystery shopping programs, when administered in accordance with certain mystery shopping best practices, not only test for the presence of service behaviors, but identify which sales and service behaviors matter most. This post describes best practices in mystery shopping.
Presentation on using mobile for mystery shopping presented by Mark Michelson at the Mystery Shopping Provider's Association European Conference in Sardinia, May 2
Mystery shopping services can help businesses in several ways: 1) Identify areas for improvement through objective customer research, 2) Understand opportunities by measuring customer service performance, and 3) Boost staff competence and sales through targeted training based on mystery shopping data. Mystery shopping involves anonymous shoppers testing various customer touchpoints like in-store, online, or phone to collect both qualitative and quantitative data on customer experience. Businesses can then review the compiled data to identify operational or staff issues and link performance to sales metrics in order to focus training and drive better results.
Mystery Shopping How Great Companies Design And Manage An Effective Programbarrygross
The document discusses two case studies on defining and achieving quality service through mystery shopping programs.
The first case study examines how a company defined quality for its chauffeurs based on customer feedback. It established core competencies in driving skills, customer service, and professional presentation. The company then trains chauffeurs, conducts "ghost rides" to inspect service, provides feedback, and has a corrective action process to help chauffeurs meet standards.
The second case study discusses using a "Voice of the Customer" process to understand what customers view as important. It involves interviewing customers, sorting their feedback into categories, and using this to measure and improve performance on elements that matter most to customers.
Mystery shopping involves using trained individuals to anonymously evaluate customer service by posing as regular customers. It originated in the 1940s when a company first used the term "mystery shopping" and private investigators previously used similar techniques. Mystery shoppers are hired to collect information on store displays, prices, and staff quality. They are trained and use checklists to document their experiences before submitting evaluation reports. The goal is typically to measure service quality but competitors can also be evaluated. Benefits include improving training, focusing on important customer issues, and rewarding good employee behavior. Customer satisfaction is important for customer retention and positive word-of-mouth.
Mystery shopping provides an unbiased account of customer interactions by having shoppers masquerade as customers to evaluate services. It identifies gaps between a company's service beliefs and the actual customer experience. Mystery shoppers spend time reviewing stores or other locations to identify soft skills and issues among staff, providing feedback to help improve customer service. Their evaluations take 30-45 minutes for small stores or 2-3 days for hotels. Companies find mystery shopping valuable for keeping employees attentive to customer service.
When it comes to monitoring employee behaviors: service and sales behaviors that drive customer experience success, no tool is better suited for that objective than mystery shopping. Mystery shopping programs, when administered in accordance with certain mystery shopping best practices, not only test for the presence of service behaviors, but identify which sales and service behaviors matter most. This post describes best practices in mystery shopping.
Presentation on using mobile for mystery shopping presented by Mark Michelson at the Mystery Shopping Provider's Association European Conference in Sardinia, May 2
Three core activities for changing behavior are mystery shopping, training, and social media. Data from these activities is analyzed to identify key issues, correlations with performance metrics like sales, and the effect of service on customer mood. Changes are implemented through benchmarking, coaching and mentoring programs, rewards linked to mystery shopping scores, training managers to use results, and operational changes informed by the analysis. The complete picture shows how these various tools work together to drive behavior change.
This document summarizes the results of a mystery shopper study of lead communication plans for online and blended programs at colleges and universities. The study evaluated several aspects of the lead process, including the ease of finding and filling out request for information forms, automatic form replies, thank you pages, and follow-up communications. The key finding was that while many schools have forms that are easy to find, the forms often request irrelevant information and schools do not follow up well with potential students after receiving the information. The document concludes by offering best practices for an effective lead process, such as making forms simple to fill out on any device and setting clear expectations for next steps in follow-up communications.
De NPS branchemonitor is de kwartaalijkse NPS benchmarkt van Store Support. De branches travel, retail en automotive worden hierbij doorlopend gemeten. Meer informatie vind je op www.storesupport.nl/npsbranchemonitor
When Mystery Shopping Goes Bad: Best Practices to Avoid Common PitfallsKinesis CEM, LLC
Despite the fact that many businesses spend thousands of dollars annually on such research, an astonishing number of mystery shopping programs fail outright or limp along year after year, perennially under-performing against expectations.
Here are some best practices to help you avoid some common pitfalls.
BestMark has been in business for over 26 years and has all types of assignments (auditing, mystery shopping, exit interviews) across many industries, ranging from retail to automotive to restaurants and more!
Here is an informational video about how you can start saving and earning with BestMark's Automotive Research Study Program:
Copy & Paste into browser: www.youtube.com/watch?v=ys6rsbTowXw
Hello, I am sending you this presentation because I thought this opportunity is something that you would like to try! I currently conduct mystery shopping with an industry-leading company called BestMark, and enjoy the assignments they provide... and the free services and extra cash is definitely a plus!
It's free to sign up as a BestMark shopper and you are able to view the opportunities in your area as soon as you are hired into the system. The best part is that I get to provide feedback about the experiences I have at local businesses and I get paid for it!
Here is a link to their free application:
Copy & Paste into browser: https://apply.bestmark.com/?r=KY12785
Let me know if you have any questions!
---Hassan Crawford
(513)492-1049
he4less@gmail.com
This document provides an overview of the market research project comparing McDonald's and Burger King restaurants. It includes a mind map outlining the key areas of research, as well as the market research design which specifies the objectives, methodology, timeline and budget. Secondary research analyzing the fast food industry in general and comparing McDonald's and Burger King is also presented, finding that while McDonald's is larger, the restaurants compete closely on location, menu items and marketing strategies.
Three core activities for changing behavior are mystery shopping, training, and social media. Data from these activities is analyzed to identify key issues, correlations with performance metrics like sales, and the effect of service on customer mood. Changes are implemented through benchmarking, coaching and mentoring programs, rewards linked to mystery shopping scores, training managers to use results, and operational changes informed by the analysis. The complete picture shows how these various tools work together to drive behavior change.
This document summarizes the results of a mystery shopper study of lead communication plans for online and blended programs at colleges and universities. The study evaluated several aspects of the lead process, including the ease of finding and filling out request for information forms, automatic form replies, thank you pages, and follow-up communications. The key finding was that while many schools have forms that are easy to find, the forms often request irrelevant information and schools do not follow up well with potential students after receiving the information. The document concludes by offering best practices for an effective lead process, such as making forms simple to fill out on any device and setting clear expectations for next steps in follow-up communications.
De NPS branchemonitor is de kwartaalijkse NPS benchmarkt van Store Support. De branches travel, retail en automotive worden hierbij doorlopend gemeten. Meer informatie vind je op www.storesupport.nl/npsbranchemonitor
When Mystery Shopping Goes Bad: Best Practices to Avoid Common PitfallsKinesis CEM, LLC
Despite the fact that many businesses spend thousands of dollars annually on such research, an astonishing number of mystery shopping programs fail outright or limp along year after year, perennially under-performing against expectations.
Here are some best practices to help you avoid some common pitfalls.
BestMark has been in business for over 26 years and has all types of assignments (auditing, mystery shopping, exit interviews) across many industries, ranging from retail to automotive to restaurants and more!
Here is an informational video about how you can start saving and earning with BestMark's Automotive Research Study Program:
Copy & Paste into browser: www.youtube.com/watch?v=ys6rsbTowXw
Hello, I am sending you this presentation because I thought this opportunity is something that you would like to try! I currently conduct mystery shopping with an industry-leading company called BestMark, and enjoy the assignments they provide... and the free services and extra cash is definitely a plus!
It's free to sign up as a BestMark shopper and you are able to view the opportunities in your area as soon as you are hired into the system. The best part is that I get to provide feedback about the experiences I have at local businesses and I get paid for it!
Here is a link to their free application:
Copy & Paste into browser: https://apply.bestmark.com/?r=KY12785
Let me know if you have any questions!
---Hassan Crawford
(513)492-1049
he4less@gmail.com
This document provides an overview of the market research project comparing McDonald's and Burger King restaurants. It includes a mind map outlining the key areas of research, as well as the market research design which specifies the objectives, methodology, timeline and budget. Secondary research analyzing the fast food industry in general and comparing McDonald's and Burger King is also presented, finding that while McDonald's is larger, the restaurants compete closely on location, menu items and marketing strategies.
2. Founded in Dec 2015
1st Myanmar Mystery Shopping Service
18yrs. Experiences @Market Research
6yrs. In Consulting & Training Milestones
Currently serving to
World Top Cosmetic Brand Retailer
Myanmar Biggest Furniture Retail Chain
Myanmar Top Department Stores
Myanmar Biggest Software Service
Provider in Airlines and Travel Agents
3. Kaung is a Business Consultant, Management
Trainer, Motivational Speaker and A Customer
Service Specialist
Worked for Multinational Organizations at
Management Positions ; Samsung,
Schaeffler(FAG), Sampoerna and Annam and
Consultant as local organizations
He is also a Co-founder and CEO of
Kudos Business School
Kaung Nyein Soe
{MBA,B.E(EP)}
Founder and CEO