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THE IMPORTANCE OF USING THE MYSTERY SHOP METHODOLOGY
Ensuring customer satisfaction is a daily challenge for businesses looking to gain competitive advantage in the market. Offering only a quality product or service is no longer enough, customers today want their expectations to be exceeded.
The experiences felt by customers at their points of contact with a given Brand or Organization – from the professionalism of the employee who assists them, to their friendliness, the offer of help, the waiting time, etc. – have direct implications for their satisfaction and loyalty.
In particular, through the Mystery Shopper methodology, you can obtain answers to the following questions:
- How can you improve Customer satisfaction by providing them with a better experience at the points of contact with your Organization?
- To what extent are your Organization's Employees complying with internal sales or Customer service models?
- Do your Employees know and are they complying with the procedures or legal requirements to which your Organization is bound?
- What good customer care and service practices are your competitors following?
- What training needs do your Employees need?
- Are your Employees putting into practice the learning points and behaviors transmitted in training?
