Mystery Shopping has long been a way of verifying a business and is still popular today. But why do many businesses use Mystery Shopping to continuously monitor their business processes?
Obtaining audit information that meets the objectives
Doing business requires constant monitoring of different parts of the business such as work process, employee performance, or shop decoration. The Mystery Shopping audits have a clear objective of what they want to be audited for and what information is needed in specific parts.
Check customer satisfaction and experience
The important thing that businesses need to focus on is customer satisfaction and customer experiences of using products or services of customers because it affects the purchasing decision of the customer. The businesses that provide the best and most satisfying experiences, the customers will turn to the services of that business. Mystery Shopping can check both of these areas very well and point out the areas that still need to be improved.
Get information from the customer's point of view
The Shoppers used in Mystery Shopping are all customers who already have experience using the services of a business, so that experience can be used in conjunction with the review to obtain information from the perspective of hard-to-find customers and can be used to improve business development according to the needs of customers.
Compare with competitors
In addition to monitoring your own business, Mystery Shopping can also be used to monitor competitors' businesses. You can check what are the strengths and weaknesses of your business and competitors in the same market, what parts can you develop to outperform competitors, or fix the weaknesses to improve your service.
Evaluate new products or services
Launching a new product or service always carries risks. Therefore, many businesses use Mystery Shopping to check new products and services as well. Because what you expect or set goals may be inconsistent with reality. Mystery Shopping will help you instantly know where your goals are or where the problems that need to be fixed are.
Assess employees realistically
Employee assessments are generally done internally with prior notice. This may cause the working conditions seen at the time of inspection to be inconsistent with reality. But Mystery Shopping can fix this by sending the shoppers an anonymous check which the employees don’t know they're being inspected. This will reveal potential hidden problems.
Identify outstanding branches or employees
By doing Mystery Shopping, you can clearly see the performance of each branch and which branch performs outstandingly or any branch that needs to be improved to be as good as other branches, allowing businesses to quickly recognize and improve the efficiency of inferior branches and can also award prizes to outstanding branches or employees to encourage work and set an example for other branches and employees in the organization as well.
Improve employee performance
Once Mystery Shopping has made us aware of the performance of your employees or branches, you can build upon it by planning the staff development where there are still deficiencies. Such as organizing training seminars, creating a working manual, or arranging training courses according to what needs to be improved appropriately.
If you use Mystery Shopping to develop or validate various sectors of your business, you will take full advantage of the information you receive, which can be used for further improvement or business planning in the future.
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HS Brands Team