Market perception is very important to the success of a business. Companies must continually find ways to generate honest opinions from their customers, so they can enhance their product offerings, their brand, their physical establishment, and their customer service. Through awareness of such crucial factors, businesses can improve customer satisfaction by giving them more of what they want.
So, what does a customer want from a business?
Customers are simple people who want simple expectations to be met. For instance, they want proper service from staff members, not rude or unfriendly attitudes. They also want a convenient way to reach you, so that they don’t have to drive a long time or go through several connections before they can find you. They don’t want delays because they have many other important things that they must also attend to. They also want you to help them and be more responsible for what you are selling to them. If you set them up to expect something, they want you to keep that promise. Lastly, they want solutions, and they want you to be on their side.
There are several ways to gather customer feedback and comments. But, a sure way to know how customers think is through mystery shopping. Through secret shoppers, companies can get a clear idea of whether or not they are delivering on their promises to their customers, how their customers are treated, and if they are offering sufficient services and products.
Mystery shopping is critical to making sure that companies receive accurate and detailed reports that can guide them to the right path of pleasing their customers. As mystery shoppers, it is important to always be prepared for doing each assignment, have a keen eye for observing things, and be able to report the details in a comprehensive and unbiased way.
Mystery shoppers must have posses these skills and attitudes when it comes to their assignments. First, they must be prepared to work. Secret shoppers must visit the establishment with the right tools at hand, the right strategy to obtain information, and the right approach.
Second, they must be observant and pay attention to the small details, especially if they are a specific part of the task. They must know how to evaluate proper service, the cleanliness of the location, the courtesy or lack thereof of each staff member, and the convenience to the customer.
Lastly, mystery shoppers must be able to file a detailed report that will clearly communicate the vital information to the hiring company, so they can become more aware of what their customers actually experience versus what they assume they do.
If secret shoppers are prepared, companies can learn more about their customers, so they can better serve them.
President and CEO
Market Viewpoint, LLC
995 Fairview Road, Suite 202
Glenmoore, PA 19343