MYSTERY SHOPPING
In the past decade consumer trends have dictated a buyer's market. Service is the key to staying ahead. Evaluation of employee performance will lead to an overall improvement in your business.
* Dissatisfied customers are likely to tell five to seven times as many people about their experience as satisfied customers.
* For every customer who complains about a minor problem, fifty remain silent.
* It costs approximately five times as much to attract one new customer than it does to retain an existing one.
Mystery Shopping is a means to help you lead the way in fantastic customer service.
What is Mystery Shopping?
Mystery Shopping is a method used to provide employers with a first-hand account of the experience their customers receive. It involves a Hotspots representative going to the clients shop and buying goods or services. The Hotspots member will assess the employees’ knowledge of the goods, their customer service skills and their general attitude towards the customer. They will also give opinions on the ease of which they can find the goods they require, the helpfulness of the staff in enabling them to find their goods, and the general approachability of the store.
This first hand information is vital- you can’t manage what you can’t measure. Mystery shopping is unique in allowing a level of staff competence, manner and customer assistance to be monitored, and as such allowing you, as an employer, the maintenance of the highest standards possible.
What are the benefits of Mystery Shopping?
* It enables you to understand your customers perceptions and behaviour
* It helps to set service standards which you can encourage your staff to build upon
* It stimulates good service through the expectation that any customer could be the mystery shopper
* It acts as a check to ensure that the standards you set are being maintained and are consistent.
* It helps you answer the question whether you customer service objectives are being realised
* The overall effect is better customer service: better service = increased sales + happier customers.
Why Hotshots?
* Hotshots provide customer service consultants who have years of experience in retail and hospitality to put together an informative report on their experience
* They provide honest opinions, constructive criticism, and a fresh approach to your business.
* Hotshots can match the shopper to your customer profile.
* Hotshots provide a prompt and professional service.
* Hotshots will keep all information confidential.
* Alternatively, they can publish the report on their website if the client is particularly pleased with the outcome.
Customer service is what sets you apart from your competitors. In a business environment where customer service is the name of the game, can you afford not to use Mystery Shoppers?
To book a mystery shopper, or for more information, contact Hotshots on shopper@hot-shots-uk.com or call Alex on 07779998657.