Category: Mystery Shopping

Considering telephone mystery shopping call scenarios for your bank ? A good starting point is to think about the client interactions that are most critical to the achievement of your bank’s sales and service goals.

Mystery shopping usually means measuring customer experiences as they relate to specific performance expectations for service delivery. This means that mystery shoppers are typically reporting on behaviors and conditions that affect the usually means measuring customer experience .

Businesses considering mystery shopping services sometimes ask us about “interview bias,” or the concern that the mystery shopper will sway the employee to behave in a certain way or that the mystery shopper will bring opinions to the shop visit which might affect the outcome of the research.

Customer service is about selling: selling the right product to the right customer in the right place at the right time. Many factors will determine customer service and, therefore, many factors have an impact on sales. In today’s challenging economic environment, many companies have fewer customers so they must sell more to the customers they do have.

When I tell friends that I work for a firm that provides mystery shopping services, I am surprised by the responses. They are intrigued with the idea of mystery shopping and want to become mystery shoppers themselves. Most have experienced positive and negative interactions in buying situations and have wanted to convey feedback on their experiences.