In the mystery shopping industry, the pursuit of excellence hinges on more than just gathering data, it demands a meticulous approach that puts the customer at the centre. At Above Benchmark, our passion is helping clients achieve customer service excellence. We have crafted a unique methodology that transcends the conventional norms of mystery shopping, advocating for personalised experiences, clear communication, emotional resonance, and actionable solutions.
Usually, our articles are devoted to who we are as a business and what we will do for our clients and mystery shoppers. This article will focus on what we, Above Benchmark, won’t do. Our competitors may be happy to do some or all of what we mention below, but we refuse to. Join us as we delve into the core principles that guide our services and set us apart in the industry.
We Won’t See You As Just Another Client: Personalised Service
We go beyond transactional interactions to foster partnerships that prioritise your success. Our commitment to personalised service guarantees that you aren’t viewed as just another client, but a valued collaborator on the journey to enhancing your customer experience. Above Benchmark will keep up-to-date with your business, from subscribing to your newsletter and publications, and following your business on social media platforms. We promise to be your biggest fan and want the very best for your business and your customers.
We Won’t Partner With Every Business: Meaningful Data
At our core, we believe mystery shopping should drive real, measurable improvement, not just check a box. That’s why we won’t partner with every business. We carefully choose clients who are committed to acting on the insights we provide. If we can’t deliver data that makes a difference, we simply won’t take the job. Our mission is to create impact, not just reports.
We Won’t Use Template Surveys: Customised Surveys, Tailored Solutions
We don’t believe in one-size-fits-all approaches for mystery shopping programs. Your business is different to your competitors (just as we differ from our competitors), so why would the same survey work for both? It doesn’t. By avoiding template surveys, we ensure that each evaluation is bespoke to your business’s unique needs and values, leading to actionable insights tailored to drive growth through customer satisfaction.
We Won’t Use Tick and Flick Surveys: Narratives Tell the Story
Sure, it’s great to have questions with a yes or no answer. That’s trackable data, but there’s no subtlety to a yes or no question. It doesn’t capture the “No, but…” conversations. That’s why our surveys include narratives to give the mystery shop more substance, allowing the reader to follow along with the visit flow and its nuances.
We Won’t Ask Confusing or Complicated Questions: Eliminating Ambiguity
Confusing questions can hinder the effectiveness of a mystery shop. Our surveys are meticulously crafted to be straightforward and concise, empowering both you and your team with helpful and easy to apply feedback. We collaborate closely with you to ensure that each question is clear, relevant, and directly aligned with your objectives.
We Won’t Deliver Raw Data: In-depth Analysis and Actionable Insights
Raw data alone isn’t sufficient. That’s why we provide trending commentary, identify patterns and points of interest, suggestions for improvements, etc. We give you comprehensive analysis and practical takeaways, guiding you through the next steps and strategies for measurable improvement, turning data into progress.
We Won’t Outsource Critical Elements: Local Team
The critical elements of a mystery shopping program, like scheduling (choosing the right mystery shopper) and proofreading reports should never be outsourced to workers overseas. These tasks require local insight, context, and a real understanding of our clients and their locations. That’s why we keep these responsibilities in-house, with an experienced team who know the community. This ensures higher quality, greater accountability, and results our clients can actually use.
We Won’t use AI: Real People, Real Understanding
Our surveys and shopper instructions are thoughtfully crafted by our team of customer service experts. Real people who understand customer experience and the specific goals of each client. We believe authentic human insight leads to better data, which is why we don’t rely on AI to generate our surveys or instructions.
Likewise, we ask our mystery shoppers to write their reports in their own words, not to rely on AI. Honest, human feedback is what makes our results valuable and trustworthy.
We Won’t Ignore Emotional Resonance: Empathy and Understanding
You and your team’s feelings matter. We actively listen to your feedback, understanding the emotional pulse of your operations. This fosters a supportive environment that fuels motivation and engagement. Furthermore, our mystery shoppers, while objective, also have an emotional response to their experience with your business. Emotional resonance is a key factor in customer loyalty, so we won’t ignore our mystery shopper’s emotional responses either.
We Won’t View Mystery Shoppers As A Number: Respect for Mystery Shoppers
Mystery shoppers are not mere data gatherers, they are integral to the improvement journey. We treat them with the respect they deserve, valuing their contributions and feedback to paint a whole picture of your business’s performance. We wont ask our shoppers to work for peanuts, jelly beans or a free perk. Therefore, mystery shoppers get our appreciation, as well as fair and prompt payment.
Above Benchmark’s commitment to redefining mystery shopping underscores our dedication to your success. We’re not accusing all of our competitors of the practices we’ve mentioned above, knowing what we won’t do is just as important as knowing what we will do.
By prioritising customisation, respect, clarity, and empathy, we pave the way for transformative experiences that elevate your customer service to new heights. Experience the difference with Above Benchmark, contact us for a no obligation chat.
