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Mystery shopper - Eko Wiyanto - ContactCenterWorld.com Blog

Mystery shopper

One of key word for mystery shopper is, “Customer Experience”. For sure we all know about it, no doubt !

Sometime service provider is busy with daily activities such as: provide things to support the services, concern with process, managing team, managing infrastucture, managing applications, follow-up customer complaints and other deep operational activities, forgetting customer journey experience point of view while uses the services.

Mystery shopper is one way to pull out from those operational activities and checks customer journey experience. That will tight to customer journey and how experience of customers, that is related to the service provided. It can be people, process, and infrastructure. This mystery shopper will get the feel and sense as “real customer” and check how convenient we are as a customer.


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Yes, this activitiy makes effort for service provider, to follow-up result of mystery shopper and targeting how fast improvement action will be done as desired expectation. But, this is good point to do.

The improvement will make better customer journey experience and can maintain level of standar service. Every body in service provider can be aware and more pay attention, resulting to give best service that can be done, and at the end will create convenience for customers.

How to do, we can arrange Mystery shopper by periodic and/or adhoc. Periodic approach will control the process of services periodically and measure consistency of services in certain periods, while in other approach-adhoc will be done to do fast improvement if any issue/feedback was coming-up and need immediate action.

The focused aspect of mystery shopper can be customized as needed, let’s say people, process or maybe whole service’s aspects.

Our experience conducting mystery shopper was very interesting. Yes, Service In Mind has been conducted and experienced to do mystery shopper.  Our client demanded fast improvement of outlet after we did mystery shopper. Then next mystery shopper was conducted in a short time to measure the improvement. Fast track, creating tight schedule and fast pace to do. We supported with very keen on seeing many aspects and did comprehensive reports. How the people handled customers, how the process was, how the circumstances and many aspects to be checked.

 

And what the result ?

We saw the feedback from mystery shopper was be implemented and we can feel the change. More service manner on people, more clean area, more good process and it finally made better customer experience.

We can do mystery shopper repeatedly after the improvement was taken place and level of standard services was reached. With supports from client’s management to endorse improvement actions to their service provider’s staffs.

Here with our tips to do mystery shopper:

  1. Prepare and define level of standard services and share it to mystery shopper team.
  2. Ensure mystery shopper is a secret team and activities, no point if service provider knows of this detail activities and arrangement. So we need to ensure close and trusted team who will involve to this activities
  3. Make it unpattern, let’s say not only weekday to conduct but maybe weekend or maybe out of office hours.
  4. If you utilize public resources to do this mystery shopper for the shake to get customer point of view, ensure that the questionnaire will use close question, to avoid many different perspective coming-up to the result.
  5. Will be better if we can consider independent party to do mystery shopper, it will minimize intervention of many aspects and will more think from customer experience point of view.

Take a look this area and consider plan to do it (if it is not in place yet), believe it can be a part to maintain and/or even improve our standard service.

Let's improve our services.....

Publish Date: May 26, 2021 11:33 PM

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