The objective of a Mystery Shopping project should be to provide management information on processes and quality of service in order to aid retraining plans, improvements in service and hence increase customer satisfaction. A well designed mystery shopping project is used to reward, motivate and train employees more effectively. It is difficult to overstate the importance of customer service in today's business environment. There are two rules of thumb that every business should act upon: It’s easier to retain a satisfied customer than to find a new one Satisfied customers not only buy again and again, they also encourage others to become customers For example, a customer who buys €20 worth of petrol from your garage every Monday morning will buy over €1,000 of petrol in a year. If they live in the area for 10 years, then they will spend over €10,000 in your garage on petrol alone. With this example in mind, shouldn’t your business ensure that staff receive all available assistance to treat customers with the respect and courtesy they deserve? DataDirection’s Mystery Shopping services can establish customer service benchmarks and monitor them on an ongoing basis. This information is gathered from the front-line (be that on your premises, over the telephone or via the internet) and not only gives you a snapshot of customer service standards within your business, it allows you to establish a picture of how members of the public perceive your company. DataDirection maintains a wide range of mystery shoppers nationwide from all social backgrounds. We can implement any selection criteria you may require in order to accurately reflect your market. Shoppers are individually briefed on each and every project they undertake in order to maintain the highest standards of objectivity. For each project we undertake we tabulate all data and present the results in an easy to understand fashion. We can produce individual reports for each outlet, region, division, quarterly trend and total company performance. These are delivered in electronic format via email or the web. Alternatively, hard copies can be circulated as required. Mystery Shopping can: Let employees know what is important when dealing with customers Provide evaluation criteria to score individual performance Motivate staff to provide excellent service at all times, with all customers Ensure objective analysis of outlet performance and employee performance Help to spot small problems before they become big ones Some typical components of a Mystery Shopping project include: Customer service evaluation Competitor shops Operations evaluation (e.g. hygiene standards) Security check If you would like to learn more about our Mystery Shopping services, or would like to request a quote, please contact us.