Mystery Shopping intends to make sure the execution of the company’s customer service strategy runs really well according to the plan and the company’s goals. It’s simply because the good strategy concept will be worthless when the execution is bad.

The important thing you need to remember is that the effectiveness of the research and evaluation is also determined by its data quality. Data consists of information that gives knowledge to the user. It doesn’t matter how good the research scenario you’ve built, if the quality of the collected data from the research is bad, it is much more worthless. Do you really want to swallow big disappointment because the results are unusable, while you already spent a big amount of money to hold the research?

Mystery shopping has a long and complex process. While implementing this method, certainly there are some unpredictable conditions. Accordingly, Evaluate Indonesia usually validate the data comprehensively to make sure the data quality. This validation is run by the experts within 8-year experience on the field while getting support by the advanced technology tools.

The data processing on Evaluate’s business mechanism consist of several steps. The first step is initiated by gathering the result data from mystery shopping, including the evidence of the shopper visit. Next, the gathered data will pass the validation process, where the whole data from the shopper will be checked and compared one to another in order to assess the accuracy, consistency, objectivity, and the truth.

If the data is proven to be valid, the next step is where the team will conduct the analysis to find the core information. Otherwise, the data gathering process will be repeated if the data is considered not valid.

Furthermore, the core information is going to be processed into a valuable report, according to the client’s need. The report itself must comply the value of understandable, complete, detail, and meet the goals. Finally, the report will be used as the client’s evaluation material so they can formulate the right solution in order to reach the goals.

Credit Image : http://bigdata.black/training/tutorials/what-is-data-quality/

Saat Anda ingin memastikan seseorang menangkap pesan Anda, apa yang akan Anda lakukan? Mengulangi ucapan Anda. Ketika Anda ingin memastikan kebenaran sesuatu, apa yang Anda lakukan? Bertanya lebih dari satu kali. Ketika Anda ingin mampu melakukan sesuatu dengan benar, apa yang Anda lakukan? Latihan terus-menerus.

Tiga contoh sederhana di atas membuktikan kekuatan dari pengulangan. Melakukan sesuatu lebih dari satu kali memastikan kita mendapatkan hasil yang lebih memuaskan. Situs Lighthouse bahkan secara gamblang mengatakan bahwa kekuatan pengulangan adalah rahasia sukses para pemimpin.

Apabila ingin sukses memuaskan pelanggan Anda, maka jangan lakukan mystery shopping hanya sekali. Sebaiknya, lakukan program ini secara berkala, setidaknya selama beberapa bulan sekali.

Tujuan utama mengulang mystery shopping adalah memastikan konsistensi. Mengingat strategi pelayanan pelanggan merupakan sebuah proses jangka panjang, maka Anda memerlukan pengecekan yang konsisten untuk memastikan kinerja strategi tersebut terus terpantau pada jalurnya.

Setelah mystery shopping pertama dilakukan, tentunya Anda jadi tahu performa pelayanan pelanggan perusahaan Anda yang sesungguhnya. Di sana Anda mengetahui, misalnya: apakah pegawai bersikap baik terhadap pelanggan dan apakah SOP yang ada sudah dipatuhi. Laporan mystery shopping perdana kemudian akan sangat membantu Anda dalam membuat rencana perbaikan yang diperlukan, seperti training, konseling, perombakan strategi, dan seterusnya.

Pada mystery shopping berikutnya, Anda dapat mengecek konsistensi kinerja pegawai tersebut dengan shopper yang berbeda. Mystery shopping membantu Anda mengevaluasi apakah rencana perbaikan yang diambil (berdasarkan hasil pengamatan pertama) sudah dilakukan dengan baik dan membuahkan hasil yang diharapkan atau belum?

Selain itu, melakukan mystery shopping secara berkala juga memastikan Anda mendapatkan data yang akurat, yang mungkin sempat terlewat atau bias pada kunjungan sebelumnya. Dengan ini, hasil pengamatan akan memiliki validasi yang lebih tinggi.

Jadi, jika ditanya apakah cukup melakukan mystery shopping hanya sekali? Tentu jawabannya TIDAK. Mystery shopping harus berjalan secara berkala agar menjamin riset membuahkan hasil yang akurat dan efektif untuk perusahaan mencapai tujuan jangka panjang maupun pendeknya.

Credit :

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

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/

Banyak artikel menyatakan mystery shopping sebagai instrumen yang paling tepat untuk mengukur kualitas pelayanan pelanggan suatu perusahaan. Yang perlu diingat, mystery shopping tidaklah sesederhana itu untuk bisa dilakukan sendiri.

Idealnya, Anda harus bekerja sama dengan perusahaan khusus yang telah ahli melakukannya. Dengan menggunakan jasa pihak ketiga, Anda akan mengantongi hasil yang lebih akurat, objektif, dan faktual.

Mengingat mystery shopping masih belum begitu populer di Tanah Air, maka penyedia layanan ini pun masih terhitung jumlahnya. Salah satu yang dapat menjadi jawaban Anda adalah Evaluate Indonesia.

Setidaknya, ada 5 alasan utama mengapa Evaluate layak dipertimbangkan sebagai mitra mystery shopping Anda.

1. Berpengalaman

Evaluate melandasi usahanya dengan semangat “memastikan suara konsumen tersampaikan” pada perusahaan klien sehingga perusahaan tersebut dapat memberikan pelayanan terbaiknya. Evaluate dioperasikan oleh para ahli yang telah berpengalaman selama lebih dari 8 tahun di bidangnya serta didukung oleh teknologi canggih untuk memastikan hasil lebih efektif dan efisien.

2. Mekanisme bisnis yang baik

Evaluate menerapkan mekanisme kerja yang terstruktur, rapi, dan terfokus. Mulai dari menentukan tujuan, menyusun program, mendesain kuesioner, menyeleksi shopper, eksekusi, penyampaian laporan, hingga evaluasi. Masing-masing tahapan kerja diawasi dengan baik untuk memastikan tidak ada kesalahan.

3. Data akurat dan terintegrasi

Adapun data-data yang terkumpul dalam program mystery shopping harus melalui berbagai tahap pengerjaan hingga akhirnya menjadi laporan yang bernilai. Evaluate memastikan setiap data akurat dengan melakukan validasi berkala. Data-data ini kemudian dianalisis dan dikemas dalam bentuk laporan yang padat, terperinci, komprehensif, dan mudah dipahami oleh klien.

4. Seleksi shopper terjamin

Evaluate memperkerjakan shopper andal. Seleksi shopper dilakukan sedemikian rupa demi mendapatkan figur sesuai kebutuhan brand. Shopper yang lolos seleksi tak langsung diturunkan ke lapangan melainkan akan mendapat pelatihan dan pembekalan terlebih dahulu. Shopper juga akan melalui beberapa tes sebelum menjalankan tugasnya.

5. Laporan berbasis online web

Evaluate menyampaikan laporan dalam format online. Di sini, klien akan mendapatkan username dan password khusus untuk mengakses laporan tersebut pada website Evaluate. Setiap kali shopper memasukkan laporan, maka data akan langsung divalidasi oleh tim internal. Laporan kemudian diterbitkan secara real time di dashboard klien, setelah hasil validasi dinyatakan sesuai. Dengan model seperti ini, klien dapat melihat histori laporan hingga beberapa waktu ke belakang untuk mengecek pergerakan maupun perbandingannya.

Dengan adanya 5 alasan tersebut, tentu Anda tak perlu menanyakan lagi mengapa Evaluate Indonesia adalah solusi yang tepat untuk program mystery shopping Anda. Jangan ragu kontak kami untuk mendiskusikan kebutuhan Anda.

Kredit : Stella Service : 

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 :