Mystery Shopping

Assess your customers’ experience. Premier Service’s certified mystery shoppers evaluate the service at your place of business and help identify opportunities for growth.

What is Mystery Shopping?

Mystery shopping is a customer experience evaluation tool for businesses that helps measure and improve the quality of their services, staff performance, and customer satisfaction. In a mystery shopping program, trained secret shoppers pose as regular customers to assess different aspects of your business, including:

Customer service: Staff friendliness, knowledge, and helpfulness are assessed. Staff adherence to metrics such as time taken to greet, assisting at the right time, offering upsell options, and many more are objectively measured.
Cleanliness and atmosphere: The condition and ambiance of your physical location is observed.
Product or service quality: Determine if your products or services are meeting customer expectations and needs.
Compliance with standards: Ensuring your staff follows company policies and legal requirements.

Mystery shopping gives real-world, unbiased feedback on how customers experience and perceive your business. This information helps you make informed decisions to improve operations and boost customer satisfaction.

How it works:

We send mystery shoppers to your business who act like regular customers (physically or virtually) to make inquiries, purchase products, or use your services.
They assess different aspects of your service, such as how your staff interacts with them, the cleanliness and atmosphere of your location, and the overall quality of your products or services.
Once the visit is complete, the shoppers report on their experience through surveys tailored for your program and focussed on the critical information you want to receive.
You will get a detailed report showing what went well and where there might be room for improvement. This will give you insights into your business, identifying strengths, areas for improvement, and potential service issues.

Mystery shopping can start with qualitative research to explore the customer experience in detail. It can be scaled to conduct a series of visits each week, each month, and/or each year to obtain measurable and quantifiable data. As a result, you can see data and benchmarks over time.

Benefits to your company:

Strengthen customer loyalty by identifying and resolving potential hindrances to the customer experience.
Boost employee accountability by offering direct feedback on their performance.
Elevate your brand’s reputation by consistently providing top-tier customer service.
Increase sales by delivering improved service and satisfaction.
Provide opportunity to positively reinforce and perhaps reward desired positive customer service outcomes.

Ultimately employing a mystery shopping program provides you with actionable insights from a customer’s perspective, allowing you to make meaningful changes that drive higher satisfaction and loyalty.