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Mystery Shopping is something very close to my heart. This audio slideshow presentation shows 12 ways Mystery Shopping can be used to improve service.
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12 Ways Mystery Shopping Can Improve Service
You get the behaviour you measure
So measure Customer
Service
1.
Measureable in detail
•Shoppers have no history
Unbiased
•Scheduled rounds (e.g. monthly)
Regular
•Set questions, scenarios and scoring
Structured
2.
Direct Behaviour
Use scoring and weighting to steer specific behaviours e.g.
emphasis on knowledge
3.
Staff GuidanceThe questionnaire becomes the ultimate summary of what is required from staff
4.
Specific actionable plans
Build store action plans with measurable goals
5.
Identify stars
Build stories around your stars.
Staff listen to peers.
6.
Actionable judgment
Staff listen to independent evaluation
from outside the organisation.
Not the same ol’ people.
7.
Tap into competitivenessCompare each site to averages and rankings
8.
Benchmark performance against other industries
Total Environ-ment
Staff Knowledge Closing Satisfaction Promotion
Your Site 79.8421052631579
95.2380952380952
80.1523809523809
63.8095238095238
86.4285714285714
71.9666666666667
58.3333333333333
Industry 79.98 87.85 87.85 78.95 71.3 79.28 73.15
5
15
25
35
45
55
65
75
85
95
Your SiteIndustryPe
rcen
t9.
Solid Commitment
Confirms to Staff that you are
serious about Customer Service
10.
Calculate Financial Impact
Measure achievable savings from
Customer Service improvements
11.
Staff are more alert
Staff never know when a
Mystery shopper will enter, and
therefore are more vigilant.
12.
So all customers benefit
Contact
Steven Di Pietro
www.servicewithpurpose.net
0405478452
