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 : 

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)

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

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 –