Updated: Dec 2, 2020
To ensure excellent customer experience and business growth in the new normal, mystery shopping will play an invaluable role. It is also the only way of knowing whether the safety and health measures are being complied with.
Evaluation of your staff performance
The coronavirus (COVID-19) pandemic has impacted nearly every business with mandated shutdowns, quarantines and the often-resulting revenue losses. Customers and employees feel as though they're in perpetual work-from-home mode, and all the uncertainty and inactivity can really take a toll. However, there is a silver lining: All this unexpected downtime can actually be viewed as an opportunity to delve into myriad activities business owners don't routinely have time for.
In the normal course, you would have trained your employees to complete different steps as a part of standard operating procedures for various situations. But you don't have a way of knowing whether they are doing the things you told them to do. No business person wants to wait for an angry customer to report some wrongdoing before examining their customer service or taking action. Secret shoppers can assess the staff's performance and verify whether they are communicating what the brand is trying to promote.
COVID-19 and mystery shopping
The emergence of the COVID-19 pandemic around Eroupe and the rest of the world has resulted in increased cleaning procedures for all businesses. Many of the companies that use secret shoppers belong to the retail sector. The usual clients for mystery shopping businesses are brick and mortar shops and restaurants; however, the concept is also used in the hospitality industry for companies such as hotels and other service-oriented organizations.
So, what are the advantages of using secret shoppers, especially in a time of uncertainty like the COVID-19 pandemic? Mystery Shoppers have the capability to assess business elements on the ground level by using objectivity and professionalism. Businesses observe their own procedures through the eyes of the mystery shoppers who are watching, listening and analyzig in stores, over the phone, and on the internet.
The advantage of mystery shopping
The mystery shoppers can check whether the employees of your business are taking the extra measures, cleaning, and how they are communicating with the customers about the sanitary requirements. Moreover, the mystery shoppers can ensure that the changes required post-pandemic as gloves, masks, and social distancing, are on top of the agenda, and that there is no crowd at your business, which may endanger your customers.
To ensure excellent customer experience and business growth in the new normal, mystery shopping will play an invaluable role. It is also the only way of knowing whether the safety and health measures are being complied with. Keep in mind that various customers go to social media with their reviews, both positive and negative describing the brand's performance.
One of the best places for finding professionals in the field of mystery shopping is Shopping-It. The company specializes in using secret shoppers for improving customer satisfaction and helping business growth. We are capable of understanding the customer experience and have developed methods that work for a wide range of companies. We will visit the sales floors all day long disguised as customers and listen to the way sales staff talk on the phone etc. We will also examine the customer service you are providing on the internet. We can help you understand your strengths and weaknesses by being there behind the scene to increase your organization's efficiency for greater customer satisfaction.