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/

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.

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. 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!

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/

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/