If the size and profile of companies that initiate these projects had any reservations and felt there were any concerns about it, they wouldn’t spend large amounts of money conducting mystery shopping to fulfil their improvement strategies. If they weren’t achieving any improvements in customer experience levels and getting a good return on their investment, they wouldn’t do it.
Some companies have mixed feelings about mystery shopping. Some think it’s a great training and development tool, while others question the morals behind it.
The truth is, how can you improve customer service and customers experience in your business and increase sales, referrals, and customer retention, if you have no idea what is going on when your front-line teams are dealing with your customers.