Having a mystery shopping form that is organized according to the customer experience will go a long way in providing your company with dependable and accurate data – data upon which to make many important operating and strategic decisions for your business.
While you are busy organizing desks, drawers, supply closets, and email files, consider changes you might need to make to your mystery shopping form.
Before making form changes, go through the process that a prospect would go through if they were hoping to do business with you.
Examine each point of entry into your system. That includes your telephone operations, digital communications, and the on-site experience a customer might have with you.
Determine the key points of your operation that make a difference to the overall experience your customer has. Look at what may have changed in the past year that will have an impact on the data you collect. You are basing some important decisions on this data, so it needs to be timely and accurate.
Ask the following questions at your next team meeting:
- Has your demographic (target market) changed?
- Has your operation changed?
- Have your training programs changed?
- Has the customer’s definition of an excellent experience changed?
If you answered yes to any of the above questions, it is time for a mystery shopping form overhaul.
Taking an organized approach to this sensitive area of your market research efforts will yield big results in the quality of the data you get back from your mystery shopping efforts.
[tweetthis]When was the last time you updated your mystery shopping form?[/tweetthis]
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