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Mystery Shopper

The Key to Understanding Your Customer

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Just like any couple, the company has to build and maintain good relationship with its customers through the customer experience. More than 50% of that experience depends on how the customer feels they are being treated (McKinsey).

The management consultant firm – Bain & Company did a survey towards 362 companies in 2005. The result came out interesting. About 80% of the companies claimed that they deliver “superior” customer service. Meanwhile, speaking from the customer’s perspective, there were only 8% of the customers think that the same companies really deliver “superior” customer service.

This fact tells you that the company oftentimes misreads the market because they don’t truly understand the customers. To do so (understanding your customers accurately), companies have to conduct an evaluation from the customer’s perspective. Unfortunately, this evaluation isn’t an easy thing to do without proper knowledge and experience.

In this case, Evaluate Indonesia comes to support any company to do it good and right. As a professional company with more than 8-years experience, we offer the Mystery Shopping as our superior method. This method specifically has 5 focus services, where the Customer Experience Evaluation is one of them.

In this service, the mystery shopping will focus on the holistic observation and evaluation towards our client’s customer service performance. Our main goal is to discover the quality of the companies’ customer service on its true nature.

The evaluation process consists of some steps. First, Evaluate will ask the company to reassure their specific goals, in correlation to the customer experience. Based on that step, we will discover what indicators we need to put attention to, in this evaluation. Next, this process will continue in the making of the mystery shopping scenario.

While doing the visit, a mystery shopper is directed to focus on giving their objective evaluation towards their experience, based on the existing questionnaire. Some things to be carefully noticed, such as: how do the staffs treat the customers? how good are the staffs on dealing with customers and responding the request? are the staffs being helpful? and how well are the staffs manage to comply their task as the responsibility?

The mystery shopping is not just based on buying experience on the store. It also can be conducted towards the buying experience via online channel, the complaint experience, competitor observation, etc.

After the visit, the shopper will give their valuation in the form of report draft, as it based on their visit experience. Afterwards, Evaluate will validate the data from that draft and later process the information carefully into an evaluation report for the client.

The findings as mentioned on the evaluation report are the valuable information, which client can use to judge (1) whether the service already met the company’s term and condition or not, (2) is the customer service strategy succeed or failed, also (3) identify the plus and minus of the strategy implementation.

One thing for sure, the evaluation result will be very useful for the client to understanding the customers’ heart. With this asset, client can personally decide the right direction for its company to reach the best-quality customer.

 

Credit  :

https://hbr.org/2007/02/understanding-customer-experience
https://www.mckinsey.com/business-functions/marketing-and-sales/our-insights/linking-the-customer-experience-to-value
http://www.bain.com/publications/articles/tuning-into-voice-of-customer.aspx
http://jurnalmanajemen.com/pengertian-evaluasi/
https://www.helpscout.net/75-customer-service-facts-quotes-statistics/

What Is Mystery Shopper ? (Shopper Radio Sharing)

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Hi …. A few days ago one of our Shopper (let’s call her  “Dhany” ) sharing about “Mystery Shopper” … Well for you who wants to know What is Mystery Shopper and How fun to be a Shopper .. … let’s listen her share on 95.1 KIS FM Jakarta.

For anyone who want to ask anything about Shopper or Need our Mystery Shopper services … Just check our website : www.evaluate.id or WA +6281717171136

Getting to Know Evaluate to Reach the Customer Service Excellence

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Business is all about service because it interacts with various customers every day. The success of this interaction really depends on the service that company offers to its customers.

No business likes to get bad image as no customer willing to give good image to business with poor services. Therefore, any business that wants to be succeed have to build the best service strategy to maintain their intimacy with customers.

Welcome to video profile of Evaluate Indonesia. The name of this company perfectly describes our passion in assuring every company is competent to deliver their best service towards their valuable customers. In order to reach that state, we always strive to find the true voices of the customers and evaluate the true nature of your business.

Take a look on our profile video for further understanding about what we do and how we do it.

Evaluate Indonesia has a firm commitment in delivering the comprehensive services to build the customer service excellence strategy. Our top services are Mystery Shopping, Research, Training, etc.

In giving the best services, Evaluate Indonesia empowers the super team with over 8-years experience on various industries. We implement structured, neat, and focus work mechanism, supported by high-end technology to deliver the real-time services in online base.

Evaluate Indonesia is officially registered as the member of MSPA Asia-Pacific (Mystery Shopping Professionals Association Asia-Pacific). This credibility encourages us to always provide and deliver the best services and reports. Moreover, we implement the highest standard while selecting and training our shoppers to ensure their competency.

Until today, Evaluate Indonesia has been supporting a lot of companies that come from various industries, to improve their service quality. Some of our main clients come from F&B industry, banking, automotive, hospitality, fashion, and more.

The Principal Rules to be An Expert Mystery Shopper

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As explained before, mystery shopper is a challenging job. As a profession, mystery shopper has a specific qualification that means not everyone can do it right. This job is not suitable for them who’s just love shopping.

A great mystery shopper is the dutiful one. It means, the shopper fully understand the rule/direction, scenario, and the work schedule provided by the client, while also doing all of it during the mission. The more comply the shopper, the more capable them in making a significant professional report.

Furthermore, for those interested to be a mystery shopper, please noted these principal rules.

    1. Doing visit
      1. In order to observe the true nature of the performance from a customer service strategy standard, a shopper is suggested to conduct the visit during rush hour. The natural behavior of the employees would clearly be seen while they’re dealing with a hectic situation.
      2. The shopper’s appearance and behavior should be natural just like the ordinary customer. Be sure that you’re not drawing attention and looked more prominently than the other people around. Paying attention in overall aspect, from the way of dressing, communicating, even to your gesture. Avoid asking too detail to the employees, unless it’s ordered by the client.
      3. Don’t let your temper affect your work, especially when you facing the unwilling condition. Also, don’t let your mood determine your performance and disturb your job that day.
      4. Collect the itemized receipt instead of payment receipt. The itemized receipt contains the detail item and price per item you’ve bought. Keep this receipt in the safe place.
    2. Writing report
      1. Write your report as soon as possible, while the experience still fresh in your memory. The more you delay the report, the more fading the detail in observation. Although, it doesn’t mean that you have to directly write the report while you still on the mission, even at the obvious place where the employees can see your activity. If you want to write it right away, just move to the more private spot, such as the fitting room or the toilet.
      2. Write the report as detail as you can. Describe the experience clearly to explain the behavior. Example, write “the employee A was greeting me with a huge smile as I walk into the store. She shook my hand and directly asked what I need”, instead of “the employee A is really nice”. Avoid giving your opinion on the report to maintain objectivity.
      3. Attach the complete documentation as the evidence of your visit. The primary documentations pervade the photo of the store, receipt, brochure/name card/pamphlet. You also need to mention the name of the employee that interacted with you on the visit and what did they offer to you.
      4. Check the report thoroughly. Use the spell checker application to avoid the typing error. While writing the report, always refer to the correct grammar and other basic writing rules. Moreover, never use the caps lock because it feels not polite in general (unless it’s specified)

To be the expert mystery shopper, always rely on this rules while running your mission. Do your task well and have fun shopping!

5 Focus of Mystery Shopping Services

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Every company basically has different goals. As the consequence, mystery shopping service should be available in various kinds, referring to the needs of each client.

You already knew the general concept of mystery shopping, thus this time you’ll have to understand deeper about the variety of mystery shopping services. Evaluate Indonesia primarily offers mystery shopping on 5 focus of services, mentioning:

  1. Customer Experience Evaluation ; Every company has distinct customer service strategy. Mystery shopping is specifically about finding out the experience felt by the customers based on how the company runs their strategy. Does the company run the strategy well? What does the customer feel while experiencing it? Does the strategy successfully pamper the customer?
  2. Competitor Evaluation ; Sunny Chawla (marketing manager of SeoCompanyExperts) said that the competition which forces the company to move forward, hence it’s important for the company to evaluate the competitor. Mystery shopping can be conducted to observe your competitor. In this case, mystery shopping is performed on the competitor company to find out their strength, weakness, and characteristic. As the result, you can identify the right strategy to win the competition.
  3. Compliance Evaluation ; Mystery shopping can be guided to observe the level of employees’ compliance towards the rules and strategy made by the company. The result will show you on how good the employees complying your SOP, what did they miss, also the possibility of why they can’t do it well.
  4. Incentive/Reward Evaluation ; Incentive/reward is a very good way to motivate your employee that shows the best performance. Mystery shopping is existed to observe the true nature of your employees’ performance causing you to be able to decide who deserves the incentive/reward. 5. Corporate Governance Evaluation Governance corporate are expected in giving the best service to the public. Therefore, mystery shopping can be used significantly to monitor and enforce the important standards and rules of the governance; in order to reach the corporate culture that capable in serving the society well.

To conduct the business research or assesment, you can choose only one service from those options; or else the whole services at once for the more comprehensive evaluation. It’s suggested to discuss your problem to Evaluate Indonesia first, in order to find the most suitable service you need.

Credit  :  https://www.mostlyblogging.com/competitor-analysis-seo/

Mystery Shopping to Satisfy Customer, Is Once Enough ?

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If you want to make sure someone understand your message, what will you do? Repeat what you’ve said. If you want to make sure the truth about something, what will you do? Ask again. If you want to capable in doing something rightly, what will you do? Exercise again and again

Those three simple examples prove the power of repetition. Doing something more than once ensure us to get the more satisfying result. Lighthouse website even obviously said that “The power of repetition is any leader’s best friend”.

If you want to successfully satisfy your customer, don’t perform the mystery shopping only once. Otherwise, do this program regularly, at least once in a few months.

The main objective of repeating mystery shopping is to ensure the consistency. You need a thorough and steady assessment to ensure your strategy performance is always on track, since the customer service strategy is a long-term process.

The first mystery shopping will tell you the true nature of your customer service strategy’s performance. You will find out some important things, like; Do the employees treat the customers well? Are the existing SOP obeyed by the employees? The report from the first attempt will really help you in making a corrective plan as needed; such as training, counseling, reviewing the strategy, and so on.

On the next mystery shopping, you’ll be able to check the consistency of your employees’ performance towards a different shopper. Mystery shopping helps you to evaluate whether the corrective plan (that you took based on the result of the first shopping) is doing well and showing a result as expected or not.

On the other hand, performing mystery shopping for more than once also ensures you to collect the more accurate data, which might be missed or bias on the former visit. By all this, the observation result will definitely have the higher validation.

So, if you ask is that enough to perform mystery shopping once? The answer is undoubted NO. Mystery shopping has to be performed regularly to guarantee the research showing the accurate and effective result so the company could reach both the short-term and long-term goals.

Credit :
  • fluidsurveys.com/university/power-repetition-measure-organizations-progress-survey-research/
  • getlighthouse.com/blog/power-of-repetition-successful-leaders/

Evaluate your Mystery Shopping Partner

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There are many articles claiming mystery shopping as the best instrument to evaluate the company’s customer service quality. One thing you need to remember is that mystery shopping isn’t that easy to be done alone.

Ideally, you should cooperate with a specific expert company. It’s simply because you can obtain more accurate, objective, and factual results when using the third party.

To be reminded, since the mystery shopping is still not that popular in our country, we might say that the number of provider companies here are still limited. One of the right answers for you is Evaluate Indonesia.

And here, we have at least 5 main reasons to convince you that Evaluate is worth to be considered as your mystery shopping partner. 

1. Expert

Evaluate Indonesia runs the business based on a passion to ensure the true voice of customers are delivered to the client’s company so that the company can give them the best quality customer service. We are run by the experts who passionately work in this specific field for more than 8 years, where also supported by the advanced technology to ensure the more effective and efficient results.

2. Great business mechanism

Evaluate implements a structured, neat, and focused business mechanism. We begin with setting the goal, building program, designing questionnaire, selecting shopper, execution, submitting report, to evaluation. Each step is thoroughly monitored to ensure the absence of mistake.

3. Accurate and integrated data

Evaluate ensures that the data collected from the mystery shopping have to cross various handlings to finally be a valuable report. Evaluate assures the accuracy of each data by conducting validation regularly. These data are later being analyzed and compiled into a compact, detail, and comprehensive report which also easy to understand by the client.

4. Guaranteed shopper selection

Evaluate only hire the reliable shoppers. The selection process is specifically held to gather the right figure that’s really fit to the brand needs. Shopper that passed the selection is not directly sent to the field but will get briefing and training first. Shopper will also need to follow some proper test before finally running the job.

5. Web online based report

Evaluate shares the online based report. The client will get specific username and password to access the report on Evaluate website. Each time the shopper submits the report, the data will be validated by the internal team directly. The report is later published in real time to the client’s dashboard after passing the validation process. With this model, the client can check the history of the report until a few times back to monitor the movement and the comparison.

With those reasons, you don’t need to ask again; Why is Evaluate Indonesia the right solution for your mystery shopping? Don’t hesitate to contact us and discuss your problem!

Credit : Stella Service : http://bit.ly/2CZeckn

Mystery Shopping for More Benefits & Profit

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As a business strategy, there are pretty much pros and cons about mystery shopping. One of the most common stigmas that you’ve probably heard is that the mystery shopping is thought as a way to find your employees’ fault.

Actually, if you look deeper to the concept of mystery shopping, you might agree to say that this strategy gives you more benefits, even for the employees. Therefore, we are about to ask you to understand the right concept of mystery shopping.

Basically, the right implementation of mystery shopping will encourage employees integrity. Mystery shopping is able to evaluate the true nature of your employees’ performance, and then compare it to the established customer service strategy of your company.

As the result, you can use the observation report from the mystery shopping as a useful material to evaluate the quality of your customer service. This result may show you who deliver the service and work performance above the average, and vice versa.

Being more comprehensive, the observation result is later used as an evaluation material to identify the real problem. You might realize that the source of your problem didn’t come from under-motivated employees, but actually because of the strategy that’s not suitable or hard to understand by the employees.

When you finally find the problem, then you can create a perfect solution. Instead of suddenly firing your employees, you can find more options of focused solution provided by mystery shopping. Let say incentive/reward for the good performance employees and warning/counseling for the underperformance employees. The other option may be training, rework the strategy, and more.

The point is mystery shopping can be implemented to maximize and refining the quality of customer service. Here, the result actually used not to seek the subject who do wrong but to find the problem so you can make the perfect solution. As the result, you can build the network of employees who integrated towards themselves and the company. In the end, your brand will gain more recognition and likes among the customers because of your service excellence!

“Well-trained employees are satisfied employees, and happy employees increase customer satisfaction” – Kevin Leifer (Stella Service)

Source  : https://stellaservice.com/how-to-improve-customer-satisfaction-by-educating-employee/ • https://www.tcea.org/blog/join-group-success/ (image)

Why Is Excellent Service Very Important for Your Business?

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We all surely familiar with the jargon “customer is king”. It clearly describes how important the customer for a brand. Customer who’s in love and satisfied with a brand will automatically make the brand developed. As we can see, the brand like Hilton Hotel, Apple, and Garuda Indonesia are always success being the best among its industries because they offer the most pampering customer service.

Daymond John (American businessman and motivator) mentioned 5 interesting points on his website. This explanation will convince you that the customer service is the most important thing in your business.

1. Building trust

Basically, customers only need to find one small mistake to hate a brand. Yet, they need one positive impression of experience to finally like and loyal to a brand. By applying an excellent service, customer will be encouraged to trust your brand and then finally be loyal too.

2. More than just a price matter

Customers today are much more concern with a great service over a good product. No matter how amazing your product quality is, customers will think twice to reuse it if the brand gives them bad service. On the other hand, customers confess that they are willing to pay more when they’re treated very well.

3. Gaining brand awareness

People tend to share their experience to their relatives. This word of mouth (WOM) gives you the stronger marketing effect more than any other campaigns you’ve held, simply because people tend to trust fellow customers more. The service excellence ensures the customers to have positive experience so they will talk and promote your brand to the others, even when you’re not asking them to. As the result, you gain more brand awareness, more people attracted to try your product, and finally you get a good reputation.

4. Reducing the problem

Problem is unavoidable. But always remember that problem won’t ruin your business when you have an excellent service strategy. The service excellence helps you to always ready and know the way to response the customers’ complaint. The customers surely feel cared if you are willing to respond and give their problem a good solution. Instead of wary, the customer will respect you more for that responsibility.

5. Appealing to customer

Service excellence helps you find out the customers’ needs and wants in detail. Thereby, a customer may feel that you appreciate them and treat them as human, not just a number.

By relying on those reasons, we can conclude that customers are the most vocal and credible figure to evaluate a brand. In order to develop the brand, we need a loyal customer more than just a buyer. So, show them your excellent customer service; not just a good one!

Source – Credit : 
https://www.videoblocks.com/video/animation-indicator-level-meter-customer-service-4k-uhd-video-loop-excellent-satisfaction-concept-rddahdi1liuo068ol/
daymondjohnssuccessformula.com/launch-pad/customer-service-is-more-important
http://www.prweb.com/releases/mspa/05-1/prweb8403101.htm

Mystery Shopping: Shop for Free and Get Paid!

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Excellent business certainly knows that customer satisfaction is a primary factor for success. This knowledge enforces company to develop a service excellence strategy in order to pamper the customer.

To measure the SOP executed properly or not, a company should conduct a regular assessment. From the various form of existing assessments today, we believe that mystery shopping is one of the smart and effective ways. With the more companies using this method nowadays, the needs of the mystery shopper surely follow to increase.

 

Basically, mystery shopper is someone hired by a company to discreetly observe the company, in order to find out and evaluate its service quality and physical condition based on the customer point of view.

As a job, mystery shopper is really fun. This is the only job where you can shop for free and get paid! You can also keep and enjoy the product you’ve purchased. Moreover, any expenses related to the shopping (i.e. transportation cost) will be reimbursed by the company.

Not only fun, the mystery shopper is also a challenging job, just like a spy. A mystery shopper conducts a visit to the targeted place and acts as a regular customer, but with a certain mission. The mission is to visit, shop, and enjoy the facilities while thoroughly observe the overall condition of the place they visited. Following this observation, the results will be submitted as a detail report to the company, for evaluation.

While running the mission, the mystery shopper will act like a regular customer and maybe running through certain scenarios to find out how staff would handle the unexpected situation (such as: asking for inquiries, asking for help, purchasing the products). The whole thing should be done naturally so that no one realizes that the customer is a mystery shopper. A mystery shopper must be well-trained and has a great memory so they’ll always calm, thorough, and detail while doing the mission.

Surely, mystery shopper is a good and fun option for a job today. Especially for people who love challenges. So, let’s join as a mystery shopper and enjoy the fun of getting paid for shopping, spending the night at a hotel, eating in the fancy restaurant, even flying for free!

credit :
marindelafuente.com.ar/por-que-usar-un-mystery-shopper/ https://www.theguardian.com/money/2014/mar/11/secrets-mystery-shopper –