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   Mystery Shopping - what do I really look like to the customer?

It is difficult for you to see what really goes on in your stores when you only have an insider’s view. The utilization of mystery shoppers gives you an outsider’s view (a consumers view) of your company that is otherwise difficult to obtain. Mystery shoppers allow you to do the following:

• Discover how your employees truly act by using anonymous sources
  　

• Check compliance rates in relation to company standards
  　

• Evaluate the validity of customer complaints and comments and improve how they are handled
  　

• Improve customer satisfaction and relations
  　

• Enhance your telephone-related services with mystery shopper call-ins
  　

• Standardize your companies e-mail reply procedure
  　

• Identify your companies strengths and weaknesses and compare those to your competitors’
  　

• Measure and improve levels of service and quality by creating an action plan for progress

Sending secret shoppers into your market place to evaluate effectiveness will only bring about opportunities for improvement.