Mystery shopping

Effective monitoring and control of your service quality is of enormous significance for the success of service providers. It is important to precisely match the range of services and the service quality of your employees to the requirements of the customers. Besides consumer surveys, mystery shopping is a successful controlling instrument for improving customer loyalty. Mystery shopping studies involve performing objective test customer measurements. Here a test purchaser (mystery shopper) simulates a purchase. FairControl employs specially selected and intensively trained test persons as mystery shoppers, who adopted a customer role precisely defined in advance. Typical and authentic shopping situations are simulated. The standards of your service and advisory quality are systematically documented and analysed on the basis of standardised reports from our test customers.

Goals

  • Increase in customer satisfaction through specific optimisation of your service and advisory quality
  • Detailed measurement of the communicative and professional competence of your staff
  • Investigation of your team’s sales strategies and emphasis on closing sales
  • Development of an objective planning basis for your staff training and workshops
  • Systematic success controlling of your training programmes and your quality management

Study Contents

  • Waiting time:
    How long does the test customer have to wait before a sales person is available or until he/she has been served?
  • Initiation of conversation:
    How do your sales persons approach the test customer? How do they speak to him – openly, personably and with credible interest?
  • Analysis of requirement:
    To what extent does your personnel try to understand and respond to the individual wishes of the test customer?
  • Professional competence:
    Is the information your sales person gives during the consultation factually correct? Does he/she mention all the essential points to a sufficient extent?
  • Selling ability / emphasis on closing sales:
    How exactly does your salesperson attempt to bring the customer to purchase? Does the salesperson express a specific recommendation?
  • Exiting the conversation / leave-taking:
    How do your salespersons take their leave? Do they say thank you for visiting?

INSTRUMENTs

  • Mystery shopping as an objective instrument for monitoring quality and checking standards of service
  • Competitor analyses (mystery shopping at competitors compared with the quality standards in your industry)