Mystery Shopping is an excellent exercise that allows the business owners to get quick, reliable and quality feedback from the perspective of the customers. This is an invaluable tool which aids in the evaluation of teams customer care performance levels, training requirements and company mission statements delivery to the core customer sector. Brands actively use mystery shopping in different ways to measure and motivate the desired customer experience. Any point in the customer journey any channel in the brand-customer interface can be evaluated. Here are some of the different types of mystery shopping.
Different Types of Mystery Shopping
1. In Person Mystery Shops
In person mystery shops is one of the most common types of mystery shop. In this particular type a single mystery shopper visits the store location to assess the performance of the employees based on some pre-defined metrics. In-person channel still continues to be the embodiment of many brands. In-person mystery shopping helps to evaluate and also motivate the sales and service behaviours of the employees.
2. Telephone \ Contact Center Mystery Shops
Very common in the call center environments, and also for the industries where telephones play an integral part in the customer experience. Business also records these mystery shops and uses it as a coaching tool for the employees. However there are different rules to record such calls, hence it is very carefully planned. Telephone \ Contact Center Mystery Shops boost call monitoring this gives the managers a tool to present specific scenarios to the agents to test their employee performance.
3. Web / Mobile Mystery Shops
In this era where the use of self-administered channels is increasing, the evaluation of such channels is also becoming a crucial thing for the business owners. Self-administered channels are becoming the key to opening and deepening the customer relationship. Mystery shopping website and mobile channels gives the managers tools to test the ease of use, navigation and the overall customer experience of online and mobile channels.
4. Life Cycle Mystery Shops
This type of mystery shops are designed to evaluate the overall customer experience through the entire customer journey across different delivery channels and also over a range of transactions, over a period of time.
5. Internal Mystery Shops
This kind of mystery shops is done to identify the internal bottlenecks in the service provided to the internal customers. Such bottlenecks hinder the ability to provide best possible service to the customers.
6. Competitive Mystery Shops
Competitive Mystery Shops is a verification of the competitors. Similar procedures are evaluated as the ones in your company; such an evaluation helps the business to make a comparison between you and your competitor. It also allows the customer experience managers to benchmark their brand-customer interface comparative to their competitors.
So choose the right type of mystery shop for the best possible result. Remember an effective mystery shopping program address your customer touch-points and mirrors the ways in which the customers interact with your business.
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.