Both mystery shopping and customer surveys provide the business with a certain amount of feedback. Even then, these both are very much different from each other in terms of how they operate and also the functions they can provide for your business. Let’s understand the difference between mystery shopping and customer feedback.
Customer Satisfaction Surveys
- Reach The General Public
Developing a mass customer satisfaction survey enables the business to reach out to the general population of their consumers to receive basic feedback.
- Highlights General Issues
This allows the business to see a big-picture of the consumer’s attitudes towards general issues like the product, customer service and overall experiences.
- Data Lacks Details
The feedback from customer satisfaction surveys provides customer sentiments which mostly lack in details. Prompting consumers with simple feedback requests is truly valuable, but at the same time they cannot provide the detailed feedback to the business.
- Feedback On Multiple Areas
Customer satisfaction survey highlights only general issues and these feedbacks may generate responses which address only certain areas. On the other hand mystery shopping takes feedback to a new level as it allows the business to inquire on multiple areas of the business at one go.
- In-depth Analysis
The main motive of every business is to maintain exceptional customer experience and also build a service delivery and culture. With mystery shoppers’ business can make a more in-depth analysis, which allows them to pinpoint areas for improvement.
- Improves Bottom Line
Mystery shopping can specifically identify the areas where training or a change in procedures is needed. This can improve the bottom line for your business.
It has been always observed that a regular customer would provide feedback only when their experience is interrupted by any negativity. Usually none of the customers go out of their way to provide a positive feedback, but if they get upset they loudly talk it out. This is a sad truth, and one reason why customer satisfaction surveys do no holistically work. But there are still efficient ways available to squeeze out positive things about your company. Yes we are talking about Mystery Shopping. With the help of secret shoppers business can define the things they can improve on, also along with that they can spot the areas where they are doing exceptionally well. These positive areas are the ones business bank on for ideas on marketing and branding.
As we said there are many different ways to get customer feedback, but if you look to evaluate your business through the eyes of a real customer, then it’s time to send mystery shoppers for some shopping!
iSN Global Solutions offer excellent Mystery Shopping Services. We have experience in all the phases of the mystery shopping cycle. Contact us for our Mystery Shopping Services, we have expert professionals who help you manage your relationship with your employees and your customers in the best possible way.