Experience in industry jargon, buzz words, complications, nuances, peculiarities, and models of operation are important when it comes to choosing a vendor. This may be especially important when choosing mystery shopping vendors since they are responsible for helping you design your program from start to finish. Everything from the design of your forms, the types of questions you ask, the frequency of evaluation, and how your final reports are prepared hinge on your industry and it is really helpful if you have a process guide that has experience. So the fifth question we suggest you ask a potential mystery shopping vendor is …”Do you have experience in my industry?” Then listen carefully to their answers.
As a result of all the companies we work with here at Market Viewpoint, we enjoy bringing a variety of creative ideas to each project we launch. We feel that it’s in our clients’ best interest to bring ideas from a cross section of industries. Great customer service ideas that work in banking may also work in real estate, retail, or guest services. You just never know where the next great idea is going to come from.
So as you review your vendor choices, ask about industry experience. It’s a “must have” criteria in our opinion!
Enjoy the process and remember, the customer is always watching!