Everyone knows the tangible benefits of a Mystery Shopping Program. Every month, our clients and their team receive their mystery shopping report and reflect on the feedback, drawing comparisons to their other locations/franchises and their mystery shopping reports. It is immensely helpful to have access to the experience of a customer, trained in your company’s standards. However, today, we reveal the value of some often overlooked, but amazingly impactful intangible benefits of Above Benchmark’s mystery shopping programs.
1. Expecting the mystery shopper inspires consistent customer service excellence
While an individual mystery shopping report may cost a set amount, its value far surpasses the one survey. Your team will operate on high alert all month, treating every interaction as if it were under the scrutiny of a mystery shopper. The result? A month filled with focused customer service standards that not only elevate the customer experience in the short term, but also set a benchmark for continual excellence.
Every customer interaction becomes an opportunity for your team members to shine, fostering a culture where exceptional service is no longer the exception, but the norm. Our mystery shopping programs not only uncover areas for improvement, but also ignite a ripple effect of excellence that extends far beyond the initial evaluation. By infusing mystery shopping into your business culture, you are not just investing in a single report; you are investing in expectation and, therefore, consistent top-tier service.
Consider this scenario: A chain of clothing stores implements our mystery shopping program. As a result, every customer who walks through the company’s doors is greeted with warmth, assisted with expertise, and bid farewell with authentic appreciation. This heightened level of service not only delights customers in the moment, but also solidifies their loyalty, creates a brand connection, and paves the way for repeat business and glowing recommendations.
2. Reinforcing the importance of customer service through mystery shopping discussions
Every month your team receives their mystery shopping reports, but also a reminder on your company’s customer service policy, standards, and focus. Your mystery shopping program is constantly reinforcing that message and making excellent customer service second nature.
Mystery shopping reports open dialogue about customer service and their relationships with customers: what they did well, where they can improve, even what surprised them. Over time, this approach of open communication about customer service standards not only improves individual interactions, but also strengthens the overall reputation of your brand.
Consider this scenario: A team member reads their mystery shopping results and expresses her surprise to the team that a customer loved it when she complimented her on something she was wearing. A simple throwaway comment that cost nothing for the team member was so effective in the moment, but also opened up communication with the team about ways to establish a rapport with customers.
3. Incorporating mystery shopping into your training standards
By integrating mystery shopping insights into training initiatives, businesses can move beyond isolated improvements to systemic, long-term enhancements. Our holistic approach to mystery shopping includes integration of insights into training frameworks, ensuring that the pursuit of service excellence becomes second nature for your team from the start. This ensures that every team member is equipped with the tools and knowledge needed to deliver exceptional service consistently. By embedding these insights into regular training, businesses can foster a culture of excellence, where every interaction reflects the brand’s commitment to quality and customer satisfaction.
Consider this scenario: A newly hired and trained team member has read the company’s customer service policy handbook, developed in line with the company’s mystery shopping program. The mystery shopper is well versed in the company’s customer service policy due to Above Benchmark’s comprehensive instructions. Mystery shopper and new team member meet and the mystery shopping survey is 100%. Just one of the ways a mystery shopping program pays for itself: the value of knowing newly trained team members are immediately customer-ready.
Mystery shopping is not just a singular expense – it’s an investment in the future of your business. Invite an expectation of assessment into your business, open a new avenue of communication with your team, and untap unparalleled training initiatives.
Please contact us at Above Benchmark for a no obligation chat about how we can help you elevate your customer service experience, empower your team, and set new standards of service excellence with our mystery shopping program.
