If you’re unfamiliar with how secret shopping works, you’ll probably be pleased to know that it’s quite straightforward. However, just as important as knowing how it works is understanding the results you can get from it when you approach it the right way. So what exactly are the benefits?
A Client’s-Eye-View
Whether it’s a retail shop, a restaurant, a grocery store, or any other type of customer-facing establishment, truly understanding your client’s point of view is of the utmost importance. Given how many responsibilities you need to keep up with when operating your business, it’s not possible to personally supervise performance at all levels and at all times. Asking customers to complete surveys isn’t always enough, and won’t necessarily give you data at the level of quality that you need. Using secret shoppers gives you the most direct, first-hand access to the experiences that your customers have when they choose your business.
Relevant Feedback
Unlike other methods, an experienced mystery shopper can give you feedback that is truly valuable and actionable. This is another drawback of basic customer surveys. It’s best not to leave room for vague responses or lack of detail. You’re looking for specific insights into particular aspects of the customer experience you’ve created, and skilled secret shoppers can give this to you. Additionally, when the shoppers themselves are screened and selected based on how well they match your target demographics, you’re building a toolbox that enables you to address precisely the right problem areas and make real improvements.
Modernized Data Collection
Tech-driven data collection will streamline and optimize the way you assess the performance of your business, but these benefits won’t be found in all iterations of the secret shopper concept. It’s important to look for approaches that capture the crowdsourcing and research capabilities of mobile devices and their applications. This kind of modernized philosophy makes shoppers more efficient, produces clearer and more manageable data, and makes the overall process far more dependable. If you want your business to reach its full potential, you’ll want to reap the benefits of a truly sophisticated secret shopper system!
Business owners across the world use secret shoppers to assess client experience, but not everyone approaches it the right way. Field Agent Canada is proud to say that we’ve gotten it down to a science. Get in touch with us to find out how we can get you the insights you need!