If you’re hearing the term mystery audit/shopping for the first time, you might imagine a mysterious figure running around the aisles of a department store hunting for a clue to some major crime.
That’s not what mystery audit/shopping actually refers to, despite the intriguing concept.
Banks, hotels, theatres, car dealerships, hospitals, shopping malls, retail stores, call centers, restaurants, parks, gyms, spas, franchising operations, government organizations and airlines the list is seemingly endless. Mystery shoppers can be used by any business that wants to gauge customer satisfaction with a product, service, facility, or operation. This means that mystery shoppers aren’t just “shopping,” but are also “experiencing” the services.
The corporate world has been responsible for a myriad of products, but have you ever wondered about a product that gauges the experience of other products? It’s nothing but an exclusive tool that has been around for a long time, working to make affirmative changes to acquire useful insights. Well, the product is Mystery Audit.
It has been estimated that poor customer service is costing businesses more than $75 billion a year.
The overwhelming majority of consumers say they like to shop for brands that treat them like valued customers instead of just numbers.
Worried about the customer reviews?
The customer’s perception is the reality of the business. Having a satisfied customer can be the best business strategy.
In today’s world, multiple companies are selling similar products. But, some gain positive reviews, while others don’t. Ever wondered why?
It’s because some companies employ methods like “Mystery Auditing”. Mystery Auditing involves gauzing customer experience which compares the actual customer experience to desired customer experience.