What is Mystery Auditing?
Mystery shopping is the practice of using trained shoppers to anonymously evaluate :
- Customer Experience
- Operational Efficacy
- Employee Integrity
- Merchandising
- Service/Product Quality
Mystery auditing is a market research a tool where people observe the quality of products and/or services while acting like a regular customer. This information is then collated and analysed to create actionable insights.
Why use Mystery Auditing?
When location, pricing, and product assortment are no longer unique, service is often the key to success or failure. It cost much more to get a new customer than to keep an existing one. One unhappy customer will tell 5 other people of their bad experience with service. It provides an insight how employees are conducting themselves in a right way and giving the customer the best experience possible. The information received can also help companies improve their training process by identifying area where employees lacked skills or competencies.
When employees know that a mystery shopper can visit their store at any given time they are more inclined to provide excellent customer service to every customer. With the internal control observations in every report, the organization can take appropriate steps to strengthen its employee pool and eradicate any vulnerability. This will ensure that there is no loss to the top line due to dishonesty or carelessness from the employees. With the help of Mystery Shopping evaluations, managers can have access to valuable concrete, quantified, unbiased information to help them make better decisions.