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Getting
the Edge in a Competitive World
Mystery shopping
is a way - the only way in some instances - to obtain objective and detailed
research on customer service experience.
It avoids the biases and preconceived ideas of in-house research.
And, because this is what we do for a living every day across the
nation, you get the benefit of more insightful reports that are more
focused on what needs to be done to improve service quality and customer
loyalty.
Mystery shopping began as a means to catch dishonest employees and stem
the large volume of theft. Gradually customer service issues were
added as additional value to the scope of reports. Soon companies
recognized there was more value in improving service than in catching the
bad guys, and the mystery shopper industry grew.
Excellence of customer service became a more significant issue as competition
grew in the 1980s and '90s. Companies that paid close attention to
this aspect of their business prospered; those that did not,
fell behind.
In today's super-competitive world, companies need every edge they
can get and mystery shopping is one that more than pays for itself. |
