Mystery Shopping Firm

Written by Patricia Skinner
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Want to know what's the single most effective thing you can do for your business to improve customer service and raise your competitiveness? Hire the services of a mystery shopping firm! Based on the reports of mystery shoppers, a mystery shopping firm can give you information about how customers see your service better than any other.

Statistics tell us that over 70 percent of customers keep coming back because they like the service. This means that your customer service is more important to customers than the actual items they buy. When you also consider that it costs four times as much to get a new customer than it does to keep an existing one, improving services to the point that customers cannot resist you makes more and more sense.

What a Mystery Shopping Firm Can Do For You

A mystery shopping firm will be able to give you very detailed information about how your customer service shapes up as it is. This, in itself, is very important. But perhaps the most important aspect of help from a mystery shopping firm is the advice they can give you about how to act on that information.

The information collected by a mystery shopping firm will be collected by means of a detailed questionnaire that will be filled in by the mystery shopper after visiting your business. They'll be able to give you pointers on how to train staff and how to reward those who are already giving great service. This will serve as an incentive to employees as well as a way of improving the service overall.


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