Articles Posted in Mystery Shopping


Stay Plugged In With Your Customers

Let’s face it. The telecommunications marketplace can be tough. There are more companies than ever competing for market share, and consumers are becoming increasingly fickle towards brands. If a positive experience isn’t delivered, there’s a good chance they will move onto another brand.

In exploring the telecommunications landscape, we’ve identified several business realities that manufacturers and marketers must face. Companies that acknowledge and address these realities are more likely to see increased trust, loyalty and satisfaction among consumers.

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The Complete Picture: To Mystery Shop or Conduct Satisfaction Surveys?

One of the recurring themes I’ve heard from customer experience professionals is their company is not Mystery Shopping their front line employees because they have a Customer Satisfaction (CSat) program in place.  It is rather surprising how many believe that customer surveys and mystery shopping are interchangeable methodologies.  Although monitoring the customer experience through a…

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Mystery Shopping: Three Ways to Make Your Program Better Today

In my experience with retailers, banks, telcos, oil companies, auto dealers and restaurants, I have observed that operational consistency is what all brands desire most. Mystery shopping is unquestionably a powerful tool to drive such consistency in widely distributed operations. It is reliable, repeatable and robust – a fact that is backed up by a two billion dollar global mystery shopping industry. Still, mystery shopping can be made better.

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