Mystery Guest Program

Mystery Shopping is the practice of using trained Shoppers/Diners to anonymously evaluate customer service, operations, employee integrity, merchandising, and product quality. Mystery Shopping goes by many names:

  • Secret Shopping
  • Mystery Customers
  • Spotters
  • Anonymous Audits
  • Virtual Customers
  • Employee Evaluations
  • Performance Audits
  • Service Checks.

When location, pricing, and product assortment are no longer unique, service is often the key to success or failure. It costs 10x more to get a new customer than to keep an existing one. One unhappy customer will tell 5 other people of their bad experience with service.

Why customers leave:

  • 69% poor customer service
  • 13% poor product quality
  • 9% competitive reasons
  • 5% other
  • 3% move away

Why should you invest in this service?

  • Monitors and measures service performance
  • Improves customer retention
  • Makes employees aware of what is important in serving customers
  • Reinforces positive employee/management actions with incentive-based reward systems
  • Provides feedback from front line operations
  • Monitors facility conditions – asset protection
  • Ensures product/service delivery quality
  • Supports promotional programs
  • Audits pricing & merchandising compliance
  • Allows for competitive analyses
  • Compliments marketing research data
  • Identifies training needs and sales opportunities
  • Educational tool for training & development
  • Ensures positive customer relationships on the front line
  • Enforces employee integrity.

Very simple costing model, decide on a budget the Auditor is allowed to spend and DC charges a nominal service fee. The audit sits in our app and is completed on the app. No Paper just a questionnaire that needs to be completed.

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