Mystery Shopping is an objective view of a business through the eyes of a customer. Shoppers are thoroughly trained and then sent into client locations to pose as regular customers. Our shoppers use strict guidelines to engage “front-line” employees in everyday service situations and evaluate employee performance and customer service against predetermined criteria.
Although there are several types of shops, the objective of most is to measure and improve how the front-line personnel interact with customers in “moments of truth.”
Moments of Truth: instances in a customer’s interaction with a business that define the customer’s perception of quality. They occur whenever a customer comes in contact with an organization and judges the quality of the service being provided. These instances have a substantial impact and become ingrained in the customer’s mind.
