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Mystery Shopping |
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Do you know how it feels to be one of your customers? Have you ever wondered why some enquiries don't turn into custom?
Like many businesses with a long-term view of each customer's value, you may already use customer feedback procedures of one kind or another. However, response rates can be very poor (particularly from dissatisfied customers) and, crucially, those procedures can never explore why people who made intial contact never became a customer.
As part of our market research services, we will quickly test very specific or more general aspects of your service from the customer's (and non-customer's) perspective.
Specific mystery shopping might test how quickly general enquiries are being answered or checking that sales staff are asking for orders. General mystery shopping can test many criteria, ranging from your internal standards and processes to less obvious factors about your customers' experience, such as how much they feel you value them or how much your service matched their expectations.
We strive to ensure that our mystery shopping service is a means to an end rather than an end in itself. Therefore the key outcomes of your mystery shopping exercise will provide positive feedback to your staff about what you're doing well as well as identifying training needs to tackle any weaker aspects of your service.
Are you 100% sure that your products are where they should be?
We will visit retail outlets to check product position and display.
For a helpful and informal discussion about your mystery shopping needs, contact us on 01865 748652 or e-mail enquiries@okdirectltd.co.uk. |
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