WeMark India: Mystery shopping does impact company success


Consumer is all powerful. Companies and service providers in India are finally realising that making or breaking the business or brand depends largely on the consumers.  Indian consumers too have finally started demanding better services and do not mind paying a premium for high quality service.

Realising this companies are ensuring to render standardised practices for better customer experience. Owing to this, the mystery shopper now has become an unavoidable need for their business. The feel the need to verify whether processes that have been put in place for the various functions are being followed or not and mystery shoppers help them confirm this. So while a simple question like ‘were you offered a beverage at the reception’ may seem innocuous to you, it is in fact a step in the Company’s effort to ensure that all outlets function in the same way across geographies; it is the only way growth & expansion can be managed successfully.

Deviations are checked and outlets or employees adhering to processes are rewarded. Mystery audits are especially useful in franchisee models where the only way the client can ensure quality is by standardising practices & processes. Clients often seek feedback from shoppers on finer points this has come from a realisation that unless you treat your customer well, the business will not grow as fast and even if it does, will not sustain once competition kicks in. In this way, a mystery shopping report helps the client understand whether his business process are working and also identifies the improvement areas for providing better experience to customers. Appreciation to a deserving employee by rewarding him is also a part of this exercise to bring feeling of motivation.


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