Mystery Shopping - "A Division of Business Evaluation Services". Mystery shopping is a process in which pre recruited and qualified consumers measure the customer service provided by a company's front line service providers from the view of a normal customer. Companies cannot perfect every aspect of their store and so with the help of Mystery shopping results, you can gain insight into what truly matters for customers, exploring every dimension of the shopping experience and address the issues that are the most important for the customers.
Typical areas we cover in Mystery shopping
1. Brand Assurance/Compliance Evaluations
2. Customer Experience Evaluation
3. Customer/Guest Service Evaluations
4. Customer Touch Points Evaluation
5. Signature Employee Evaluation
6. Brand standards Implementation Evaluation
7. Competitive Benchmarking
8. Customer Experience Management
9. Service Level Quality Assurance
10. External and Internal Ambiance
11. Relationship Building Behaviour
12. Sales/Product Promotions
13. Sales Technique/Methodology
14. Cross selling/Up-Selling
15. Staff knowledge about Products and the Brand
16. Security Process
17. Telephonic Interaction Skills
Benefits of Mystery Shopping
It has the following benefits:
Accurate Customer Insight
Improved Customer Delight and Satisfaction Index (CDSI)
Brings new customers
Closes gap between Customer expectations and experience
Identifies loopholes in management
Improves Customer service levels and sales skills
Increases Brand Recall value
Maintains consistency of brand
Monitors and Measures service performance
Improves customer retention
Provides feedback from front line operations
Monitors facility conditions-asset protection
Ensures product/service delivery quality
Reduces customer complaints
Evaluate your competitors
Identify best practices and apply companywide
Reward staff for exceptional performance.
Develop and monitor employee reward programmes
Our areas of operation touch various domains of the market like Hospitality Industry, Retail etc. and also extend to Sales and Marketing audits and Training initiatives for our clients. We have specifically designed matrices, solutions and training programs to address every domain in all the industries. WeMark uses customized methodologies to assess how customers experience various products and services. We offer customizable and accurate mystery shopping tools in the following sectors:
In the Retail industry, it is important for the management to know how well their store is performing whether its about an experience during sale, an inquiry or a conversation with a manager. Mystery shopping provides a true picture of your staff’s customer services and sales skills. Through our Mystery Shopping programme, one of our trained shopper will visit the store as a customer and would provide detailed reports about their customer experience. From the results, you’ll be able to evaluate their compliance with company procedures.
In the Travel industry, Guest Service areas should be handled carefully. Understanding the purpose of the guest’s travel in order to provide required comforts and other related services during the travel are most important. The results from our Mystery shopping programme would help you to determine areas of weakness and strength in your operations, to develop/refine or evaluate a training programme.
In the Automobile Industry, our Mystery Shopping programme can be used to improve performance in every aspect of Automotive Sales and After Sales. It can help you to measure your own Sales performance against your competitors or your entire customer experience while purchasing a new car or during servicing of the car.
The Leisure industry includes Malls, Cinemas, and Amusement Parks etc. Our mystery shopping programme helps you to measure your performance as in the leisure industry performance cannot be measured by numbers but requires customer satisfaction. So as to understand it in a better manner, our shoppers undertake full customer journey which in turn helps to provide meaningful feedback and gives an assessment of your facilities and standards of product quality.
In Food Services Industry, we do quality checks for Fine Dining Restaurants, Quick Service Restaurants, Cafes, Take Away, Bar, Nightclubs, Drive In, Coffee Shops, Home Delivery etc. Our Mystery shopping results would help you to analyze staff behaviour, acknowledgement, grooming, ambience, food quality etc.
In Hospitality Industry, customer experience is all that matters and nobody understands this better than us at WeMark. With the help of mystery shopping results, improvement training program can be implemented with proper accountability. It also helps to strengthen any vulnerabilities and weed out dishonest employees.
BANKING AND FINANCE
In Banking sector, the more services you sell to a customer and solve their queries, more likely they are to remain loyal. An average customer’s financial needs change and grow through years so with the help of our mystery shopping programme, it would help you to measure your employee’s performance, suggesting comprehensive solutions and would also help to train your employees so as to understand a customer’s lifestyle and thus offer individually tailored products and services
In real estate sector, our mystery shopping programme would help you to analyze your staff’s selling skills, follow up time frames, sample property quality and condition. We at WeMark understand the client’s requirements and survey report is prepared as per the given requirements.
In E-commerce sector, we capture the entire customer experience during the buying and selling of products/services. Our Mystery shopping results, help to analyze the staff behaviour, online presence, query handling skills etc.
We have several other sectors for which we conduct Mystery audits Educational Institutes, Spas and Salons, telecom Service Provider, Government Departments etc.