The premise of mystery shopping is straightforward – a normal, ordinary Jane (or Joe) is hired by an organization to act like a normal customer. The organization can then gauge the secret customer’s experience against their administration metrics with an end goal to recognize any gaps in delivery of customer service. The managing of a mystery shopping program, in any case, is not all that straightforward. Technology assumes a major part in dealing with today’s mystery shopping programs, and permits providers to facilitate the following administrations to their customers:
- Selecting and managing mystery shoppers
- Managing customer rotation, program rules, location rotation, and so forth.
- Area/Site list management
- Customer debriefings (incorporates gathering computerized pictures)
- “Savvy Probe” and different types of content analytics
- Managing appeals
- Quality checks
- Reporting (Dashboards, scorecards, and so forth.)
- Case Management/Activity planning
Technology in the mystery shopping business is much the same as everything else in this day and age – it’s advancing at lightning speed, and on the off chance that you don’t stay aware of it, you will most unquestionably be deserted. An immaculate case is mobile technology. We are currently seeing increase in use of mobile technology in the mystery shopping industry. Mobile has enormous influence on how secret shops/audits are conducted. There is no requirement for customers to survey paper materials—they can read the task on their tablet or telephone by means of a mobile application. Or, think about the customer who carries his or her cell phone onto the appointed site and promptly records all observations. Instant feedback is received.
From the mystery shopping provider’s perspective, refinements to program rules and/or shop guidelines can also be made electronically—making them quickly accessible to customers/reviewers. Another plus point in using mobile technology is that it permits results to be delivered to customers all the more rapidly, in this way allowing them to make a move more rapidly.
One sure way to make and maintain a strong mystery shopping program is to join leading technology with experienced individuals. A creditable program is one that will convey positive results since it will have the sponsorship of all partners within the organization to drive results – in light of the fact that they have confidence in the program.
So if you’re also a techno geek and love to shop, then mystery shopping is only for you. Go ahead and become a mystery shopper with the help of WeMark India.
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