In today's world, multiple companies are selling similar products. But, some gain positive reviews, while others don't. Ever wondered
September 17, 2020
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.
Many companies and businesses use mystery audits to improve customer satisfaction and overall quality and improve their sales.
Companies from various sectors like- Entertainment, Banking, Travel, Leisure, Automobiles, E-commerce, etc. benefit from Mystery Auditing in several ways.
In Mystery Auditing, individuals are recruited to portray actual customers. They interact with normal customers and try to understand their grievances/ suggestions for the company. This is an indirect market research technique that fills the gap between the company and the customer.
Over the years, several companies have used this technique as a substitute for surprise checking, attendance, etc. It’s a great way of learning several lessons- how to improve staff behavior as well as how professional seniors are. Mystery Auditors check out the service standards, honesty of the staff, quality of work, and overall hygiene.
According to Esteban Klosky, Principal and Founder of ThinkJar, 72% of happy customers are likely to share their positive experience with 6 or more people; but if they’re dissatisfied, they share their negative experience with 15 or more. This research puts several companies on their toes to resort to Mystery Auditing.
5- star hotel Grand Hyatt, Dubai admit that they conduct Mystery Auditing.
COO of PVR Cinemas says that they conduct 12 mystery audits per year.
Post mystery auditing, they admit that they could rectify their shortcomings and assess their staff performance and increase brand image and obviously, sales.
Mystery Auditing is indubitably a medium for companies to innovate and match their customers’ expectations and also improve the overall sales of the company. Hence, it is a Win-Win deal for both.
Get yourself acquainted with all the necessary information regarding mystery auditing.
Also get a glimpse of how we at The Mystico can help your business thrive.