Mystery shopping is becoming increasingly popular in Vietnam, where it is often referred to as “Mystery Customer” or “Secret Customer” by businesses. This market research method involves a trained “secret shopper” posing as a potential customer interested in the services of a business or its competitors. The shopper then analyzes the entire customer journey, from the initial contact to the delivery of goods or services, evaluating the quality of customer service, delivery, and overall customer experience. By conducting mystery shopping, businesses can gain valuable insights into their customers’ experiences and identify areas for improvement.
Mystery Shopping helps businesses gain a panoramic view of the customer experience
In today’s business landscape, providing a positive customer experience is essential. In many cases, a customer’s experience, particularly their in-person interactions, can determine whether they make a purchase or return to the store. Physical touchpoints are a critical factor in shaping a brand’s impression on customers. That’s where “Mystery Customer” programs come in. By employing mystery shoppers, businesses can gain insights into their competitors’ practices, which they can then use to assess and improve their own customers’ experience and satisfaction. This allows businesses to stay ahead of the curve, promoting their brands more effectively and increasing sales.
Planning and implementing are two different things, and this is especially true when it comes to customer experience strategies. While businesses may spend hours in the boardroom analyzing and creating these strategies, putting them into practice can be a different story. Effective implementation is key to understanding the success of these initiatives and identifying areas for improvement. That’s where the Mystery Shopping Solution comes in. By measuring the quality of the customer experience from the customer’s perspective, this solution provides valuable insights and support for businesses looking to evaluate their employee performance and better understand their customers’ perspectives.
Mystery shopping with internal resources: the challenges for companies
Recruiting the proper shoppers. Businesses often find it difficult to recruit the right shoppers who are relevant, trustworthy, consistent, and willing to provide honest and accurate feedback in their Mystery Customers campaign.
Keep shoppers motivated. Participating in the Mystery Shopping program can be tedious and time-consuming, so it’s important to find ways to engage and motivate participants.
Data Management & Information Security. Mystery Shopping campaign data can be large and complex, therefore businesses need to have systems in place to manage the data and ensure that it’s safe and secure. In addition, Mystery Shopping involves the collection of confidential customer information, so companies need to take action to protect such sensitive information.
A solution from Spectos
To make the most of mystery shopping, businesses may want to consider outsourcing the task to a company such as Spectos, with international certifications and extensive experience in providing service quality monitoring and feedback systems.
Spectos offers a powerful Mystery Shopping service that can be customized based on the organization’s requirements and objectives, ensuring a high level of customer satisfaction over the long term. Criteria that can be assessed and measured range from staff friendliness to persuasion skills and store decor to the delivery and receipt experience.
If you’re ready to take your customer experience to the next level, contact Spectos today to learn more about our customizable Mystery Shopping service and how it can help your business improve customer satisfaction and increase revenue.
