Mystery Shopping, Customer Satisfaction

Mystery Shopping and customer satisfaction

Mystery Shopping and Customer Satisfaction are the core services offered by MarketChecker. The aim is to provide a level of service that attracts a greater flow of customers, enhances loyalty and increases the likelihood of both purchases and recommendations. The specific objectives of any mystery shopping exercise, whether business or consumer, should include a combination of the following, depending on the type of study involved.

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Firstly, to improve the performance, attitudes and behaviour of customer-facing staff in either hospitality, retail or trade outlets, by providing tangible feedback about each sales person's customer handling technique. Secondly, to check that current promotions are being sold and ensure that special offers are being honoured and adhered to in the way that you intended. Thirdly, to check that the required standards in and around your outlet premises are being met. Fourthly, to keep staff 'on their toes' because they are aware of the mystery shopper programme.

Mystery shopping can be carried out by visits, that may involve video or audio recording; telephone, which provides the most cost-effective method of gaining very rapid feedback and is often used to pinpoint problem areas that need to be addressed using the more expensive visits; and postal; or a combination of these, to help provide a standard that attracts a greater flow of customers, enhances loyalty and increases the likelihood of both purchases and recommendations.

Customer Satisfaction If something doesn't meet with a customer's requirements there are many alternative suppliers to choose from in most situations. Customers can vote with their feet, cars or telephones, and more importantly with their credit cards and cheque books.

Customer Satisfaction Surveys help compare your own company's perceptions (across all locations including customer-facing sites and head office) against the perceptions of your customers in terms of considerations that are most important to the customer, and how well your company performs against these.

To assist you in reaching your mystery shopping objectives, MarketChecker offers:

MarketChecker Ltd Suite C4 Frodsham Business Centre Bridge Lane Frodsham Cheshire UK WA6 7FZ Tel: +44 (0)1928 735375 Fax: +44 (0)1928 739522 sales@smbs.co.uk

· Accurate, up-to-date, high quality information · Reliable: we never let you down · Completely confidential · Incisive, easy to understand reports · We do it when we say we'll do it. · Directors will undertake some visits themselves · Fixed cost quotations · Attention to detail