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/

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 –