Secret Shopper, The Methods To Evaluate Products,
Services, Employees:
Florida Private Investigators Secret Shopper, By Phone or Internet Evaluations:
Evaluating customer
experience both from your website, the internet support staff and by
telephone purchases vs. internet sales.
Your website is the first
assessment on increasing web sales. Is it user friendly, load times,
device responsive, have use of schema coding, proper title tags,
descriptions, social media integrations and much more.
The ability
or your internet sales staff to communicate effectively on the telephone.
Do you have a recording or does the customer speak to a live customer
support. Hold time, staff knowledge of products and services, return item
assessments, do they provide an tone, friendly customer experience.
In addition, selling of products from the website. It is essential to
gaining long-term, return customers for your own business with our website
onsite evaluations, we measure and analyze a combinations of internet
components as a first time customer to determine a complete picture of
your business and products. Florida Private Investigators
Mystery shopping (related terms: mystery consumer, secret shopper)
is a tool used externally by market research companies, watchdog
organizations, or internally by companies themselves to measure
quality of service, or compliance with regulation, or to gather
specific information about products and services. The mystery
consumer's specific identity and purpose are generally not known by
the establishment being evaluated.
Mystery shoppers perform
specific tasks such as purchasing a product, asking questions,
registering complaints or behaving in a certain way, and then provide
detailed reports or feedback about their experiences.
The details and information points shoppers take note of typically
include:
number of employees in the store on entering
how long
it takes before the mystery shopper is greeted
names of employees
whether or not the greeting is friendly, ideally according to objective
measures
the questions asked by the shopper to find a suitable
product
the types of products shown
the sales arguments used by
the employee
whether or how the employee attempted to close the sale
whether the employee suggested any add-on sales
whether the employee
invited the shopper to come back to the store
cleanliness of store
and store associates
speed of service
compliance with company
standards relating to service, store appearance, and
grooming/presentation
Shoppers are often given instructions or
procedures to make the transaction atypical in order to make the test of
the employees' knowledge and service skills more stringent or more
specific to a particular service issue (known as scenarios). For
instance, mystery shoppers at a restaurant may pretend they are
lactose-intolerant, or a clothing store mystery shopper could enquire
about gift wrapping services. Not all mystery shopping scenarios include
a purchase.
While gathering information, shoppers usually blend
in as regular shoppers at the store being evaluated. They may be
required to take photographs or measurements, return purchases, or count
the number of products, seats, people during the visit. A timer or a
stopwatch may be required.
After the visit the shopper submits
the data collected to the mystery shopping company, which reviews and
analyzes the information, completing quantitative or qualitative
statistical analysis reports on the data for the client company. This
allows for a comparison on how the stores or restaurants are doing
against previously defined criteria.
Mystery shopping was standard practice by the early 1940s as a way
to measure employee integrity. Tools used for mystery shopping
assessments range from simple questionnaires to complete audio and
video recordings. Mystery shopping can be used in any industry, with
the most common venues being retail stores, hotels, movie theaters,
restaurants, fast food chains, banks, gas stations, car dealerships,
apartments, health clubs and health care facilities.
Since
2010, mystery shopping has become abundant in the medical tourism
industry, with healthcare providers and medical facilities using the
tool to assess and improve the customer service experience. In the UK
mystery shopping is increasingly used to provide feedback on customer
services provided by local authorities, and other non-profit
organizations such as housing associations and churches.
Investigations And Services.
