Mystery Shopping in India
Mystery Shopping
Mystery Shopping is the process implemented for measuring and recording specific elements of the customer experience using qualified, recruited consumers to work as mystery shoppers. This activity recreates genuine, realistic shopping situations in which the Mystery Shopper is received by the respective staff member as a genuine customer. Our shoppers evaluate the ‘to be tested’ staff members in a respectful manner, especially when describing a person’s appearance or customer approach. They provide accurate results with proper reasoning and phrasing.
Each Mystery Shopping Program identifies ‘what is working’ and ‘what is not working’ in your business stream. Each program focuses on different topics: up-selling, uncovering improvement areas, and benchmarking with competitors. We implement this program or process to various industries in the market like ready-to-wear, automobiles, fine-dining, luxury services, etc. There are various formats of providing this service.
- Visits to specific location
- Phone calls
- E-mails
- Online experiences
- Multichannel experiences (i.e. request appointment online and then visit a location)
A report is sent to you after each visit is performed, which can be read by different people including staff members at the tested location and managers in your organization. Our motive is not to insult or make your staff members feel under-appreciated, but to highlight the areas of improvement.
Overall, this Mystery Shopping Program would help you to become a much better version of yourself with enough knowledge of the competition.
Post order placement -
Evaluate delivery process
Evaluate delivery agent for the protocols
Packaging of the product
Customer Service evaluation on -
a. How they handle a situation
b. The TAT of the resolution
How it helps:
- The shoppers are trained to give detailed information for the experience that they have on the reports.
- Due to the Covid situation, we also ensure that we evaluate the delivery process and evaluate the delivery agent on the basis of the protocols that the company would have defined
- The reports filled by the shoppers are closest to a real customer - unbiased and factual.
- The shoppers are trained to ask specific questions to evaluate the customer service executive to evaluate them on their product knowledge and how well they handle a concern.
- The TAT of the concern being resolved is also evaluated and it is thoroughly checked if the customer was contacted in between; to make sure that he knows that the issue has been taken up and the resolution is WIP.
- Competitive benchmarking evaluates how your competition is performing and what their level of customer service and experience is.
Why it helps?
- With the increase in competition in the ecommerce companies, the evaluation and experience of the HLP, CLP, PLP is very important.
- It is during the first 10 seconds on the customer experience on the platform that he/she makes a buying decision (unless they already know the product and the platform they want to buy it from)
- Evaluation of your competitors' product prices, offers - helps in evaluating a prospective sale and who would have more probability of the sale.
- While there are so many Sales that keep happening, the post delivery services during BAU and during Sales defines your customer acquisition and customer retention score.
- The experience during the delivery of the product also goes a long way in defining the next steps of the customers.
- Your customer service department is the backbone of the company. Our services help you to define what you want to start, stop and continue to ensure better services to the customers.
- The staff efficiency increases when such practices are done regularly and their performance evaluation gets more factual.