The Mystery Shopper Programme is specifically designed to provide maximum impact on and positive improvements to sales and service quality. The principal method of collecting data is through the use of market researchers known as “mystery shoppers” who pose as potential customers to evaluate administrative, interpersonal, sales and product knowledge skills of employees. This programme can be used to evaluate both administrative and customer service functions to identify the following:
- The level of customer service skills and sales effectiveness of employees.
- Opportunities for management action, improved selling/service effectiveness
- Training Programmes
- Performance Standards
- Policies & Procedures
- To measure changes in performance over time using established parameters
- Competitor Analysis
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