Importance Of Mystery Shopping For The Organizations

By: Brook

Customer service and customer satisfaction are the buzzwords in the service and retail industries today. These industries cannot ignore these two things in order to survive in the competitive environment. With the current recession, it has become more important for organizations to improve their customer satisfaction levels to increase their sales. Secret shopping or mystery shopping is one of the tools used by the organizations to improve the quality of their services. A secret shopper is one who poses as a regular customer but is in fact on a duty to check and evaluate the services of the organization and the effectiveness of its staff.

How Secret Shoppers Help The Organizations To Improve Their Quality?

Gives opinion from a different perspective
Mystery shoppers help organizations to see their customer service from the viewpoint of the customers. These shoppers check the services of the organizations and then submit reports to them.

Identify customer complaints
All organizations have customer service issues which are not easy for the management to identify. Mystery shoppers aid the management in pin-pointing the customer service problems. For e.g. a secret shopper employed to check the services of the hotel would check how the customer service desk responds to the queries of the customers, how friendly they are and how much time they take to respond to these queries. They also check - the cleanliness of rooms, promptness and excellence of the hotel room services, the service of the restaurant, the different services provided to the guests and so on. In short, the mystery shopper checks the effectiveness and customer responsiveness of the staff and the quality and type of the services provided by the hotel. This feedback helps the hotel management to identify their shortcomings and plan to improve their services.

Improve their quality
The mystery shoppers help the organizations to identify their weak and strong points. The organizations then work to find the root cause of the problems. All the employees work together as a team to overcome the shortcomings through proper planning and implementation. Thus mystery shoppers help the organizations to improve the quality of their services.

Increase sales and profits
When customers are happy and satisfied, the organizations get more business. With the growth in business, the profit of the organizations also increases. Thus, it indirectly increases the productivity of the organizations. In other words, mystery shopping is one of the techniques for quality assurance. Organizations should not sacrifice their quality to cut costs. If cost benefit analysis is done, it is found that the cost of poor quality is much more than the cost of good quality.

However, to reap all these benefits through mystery shopping, the organization should hire an agency or mystery shoppers that are experienced and know the job well. The perception, attitude, observation and communication skills of the mystery shopper determine how effectively he/she will be able to give an accurate feedback to the organization.

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Mystery shopping is very important tool used by the organizations nowadays to enhance the quality of their products and services offered. For more information please visit our blog at .

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