Some customer service statistics are very well known, such as:
- Customers are 2x more likely to share their bad experiences with a company as opposed to a good experience.
- It is 6 to 7 times more costly to attract a new customer than it is to retain an existing customer.
But did you know…..
89% of consumers have stopped doing business with a company after receiving poor customer service.
Imagine the impact on your business if your customers felt that way about the service they receive when interacting with your staff.
Do you know for sure what type of service your customers are receiving when they are in your store, branch, talking to your representatives in your call center or purchasing through your on line store?
You respond, “Yes, of course, we do customer surveys.”
Customer surveys are a wonderful way to understand what all the people who have CHOSEN to do business with you feel about your brand, product or location.
From those customers who LOVE you, you will receive good, useful information about what you and your staff are doing correctly. And then, from the dissatisfied customers (who bother to fill out a survey – most won’t – they’ll just walk away), you will learn, without reservation, what you are not doing right.
Good information, but is it enough for your success?
Mystery shops provide you feedback from individuals without an emotional tie to what you selling, allowing them to look at your store, products and sales staff from an objective perspective.
Both types of research are vital to understanding your customer’s perspective of your business!
“We have been a customer of Market Viewpoint for the past six years with the company I am with now but I have been a customer for the past 11 years. Angela and her team are just the best when it comes to service, their shoppers are very professional. Our scores have increased from 80% to 90% which I contribute to the coaching we give our employees after every shop. Thank you Angela, to you and your team.” ~ Fran Fusco, SVP Retail Banking, Continental Bank
Do you have either a mystery shopping or customer satisfaction survey program at your business?
Companies that have put these programs in place are able to use the information revealed in reports to:
- Increase sales
- Improve staff performance
- Identify key operation issues that were not customer friendly
- Revise marketing strategies based
- Adjust store layout and product presentation
“Client Retention is directly related to the customer’s experience. If you want to make sure your customers are satisfied with your products and services as well as ensure your employees are providing the best experience for your customers then Market Viewpoint is the only mystery shopping company that I would consider partnering with. Market Viewpoint’s ability to provide insight into the customer experience is simply uncanny! I have recommended Market Viewpoint to many professional organizations and will continue to do so.” ~ Julie Taylor, CEO of JADCC Mechanicsburg, PA
Isn’t it time you knew how your business looks through your customer’s eye?
Contact me today for a consultation about a customer experience program that includes mystery shops and/or customer surveys!
You – and your customer – will be happy you made the decision to care!
Click here to schedule a consultation with me for your mystery shopping and customer satisfaction needs,
Email or call me today at 610-942-7030 so we can get your program started soon!