Mystery Audit Services Company in Delhi, India
MysteryLink is a process that conducts experiential audits for the assessment of customer experiences and front-end staff evaluation. It also helps in categorizing motivation and empowerment levels of the front-end staff for further action.
MysteryLink facilitates the following business actions:
- Identify operational opportunities with a view to increase sales without major re-modeling
- Help implement the steps through deployment Workshops
- Facilitating upward moves of front end staff through appropriate training needs, assessments and workshops
Benefits of Mystery Shopping
- Monitors and measures service performance
- Even on parameters that are not ‘consciously’ looked for by a customer
- Makes employees aware of what is important in serving customers
- Reinforces positive employee/management actions with incentive-based reward systems
- Monitors facility conditions – asset protection
- Ensures product/service delivery quality
- Supports promotional programs
- Best for a specific situation testing
- Audits pricing & merchandising compliance
- Identifies training needs and sales opportunities
- Improves customer retention
How to make most of this exercise?
- Let employees know the program is in place and expectations… this alone will often change behavior
- Evaluate only those things that can be changed
- Use a point/scoring system for benchmarking and to track trends
- Always use reports in a positive manner to gain acceptance of the program
- Realize that shop scores are more reflective of the organization than the individual
- Use the reports to target training and operational adjustments
- Provide rewards/recognition for excellent report… the “best” store award
- Caution: Mystery shopping is not predictive of every customers experience and should to be used alone to determine customer satisfaction
Using Mystery Audit Scores
- Help improve the standard of customer service by measuring/ monitoring customer-related services and infrastructure at our stores against pre-set compliance measures
- Help identify the gaps for improvement in areas of in-store experience and customer related services and to enable to set newer measures for acceptable performance and excellence