How To Make Your Mystery Shopping Effective
Progressive Grocer|June 2018

Mystery Shopping can be a significant investment for brands to deliver on customer experience and to track whether brand-specific protocols are really being followed in their outlets and customer touch points.

Bhairavi Sagar

Brands, especially those in customer facing businesses like Retail, F&B, and Services, have training and development programs designed to deliver on their customer experience promise. Depending on the industry and audience demographics, we have known these training programs to answer specific customer scenarios and use cases. It is an excellent starting point for the front line staff to consistently deliver satisfactory customer experiences. The question that remains – how can brands track whether these brand-specific protocols are really being followed in their outlets and customer touch points or not? This is where Mystery Shopping comes into play.

For several brands, especially the bootstrapped service app start-ups, and even large brands with hundreds of touch points and outlets, Mystery Shopping can be a significant investment. So how can brands make the most of their Mystery Shopping Program?

Program design

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