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 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/

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/

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)