"You get what you measure"
Companies who are serious about customer service will seek to measure the customer experience. Apart from customer survey, another method that is increasingly being used is mystery shopper. Mystery shoppers are hired to visit the shop and service centre and phone-in to the call centre to test out the company's level of service. The mystery shopper will be given a survey sheet to grade the service level of the staff. Based on the feedback from the mystery shopper, companies can re-adjust training and re-think their strategies. It also keeps customer service personnel on their toes as they do not who the mystery shopper is. It's a win win situation for both the company and the customers.
Missing Kess
5 years ago
2 comments:
i used to be a mystery shopper for body shop! got a RM50 voucher everytime :) it was fun too.
I'm mystery shopping now too. But can't mention yet until it's completed.:-) It's fun.
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