Mystery Shopping / On-Site Inspections

Why a Mystery Shopper Program?

What is a mystery shopper program and why is it important?

Mystery Shopping is the practice of using trained shoppers to anonymously evaluate customer service, operations, employee integrity, merchandising, and product quality.

• When location, pricing, and product assortment are no longer unique, service is often the key to success or failure.
• It costs 10x more to get a new customer than to keep an existing one.
• One unhappy customer will tell 5 other people of their bad experience with service.
• Why customers leave:
  • 69% poor customer service
  • 13% poor product quality
  • 9% competitive reasons
  • 5% other
  • 3% move away
  • 1% die

Consumers rate customer service by the manner in which they are treated by the sales associate. Over 70% of consumers believe that the salesperson IS the store. Are your associates representing your business in such a way as to increase closing rates and decrease lost sales?

Contact us today to discuss your customer service evaluation needs.

Customer 1st offers the following mystery shopping services:

• Evaluation of approach, presentation, closing and follow-up
• Reward shops in which a reward is offered when we catch your associates doing things the right way. The reward is offered on your behalf
• Integrity compliance shops
• On-site inspections dealing with HR, safety, or loss prevention issues
• Competitive shops
• Telephone shops
• Telephone surveying of potential or existing customer base
• Service evaluation shops of a potential new hire