Tag: telephone mystery shopping

1. Making it Difficult for Customers to Contact You:  Many companies have “contact us” email forms on their websites, and for some, this is the only manner in which customers may easily contact them.  Companies frequently desire to measure how easy it for customers to locate contact information on their website.  As an example, one of our clients discovered that it was difficult for mystery shoppers to simply search for a company location nearest them. Online mystery assessments uncover areas critical to a customer’s ability to find and contact you.
    

The half-year mark is upon us, which means it’s time to reevaluate on-going business decisions.  Here's a checklist to ensure mystery shoppers are reporting on the way you will operate your business in 2019.

Spending time on hold is aggravating, and a recent study revealed just how customers feel.  From a survey done by Acena, over half of the callers reported that being placed on hold for even 1 minute was too long,  and 1/3 of people believe that calls to customer service representatives should be 

Add incentives.  If you haven’t added rewards to your mystery shopping program yet, it’s time to consider them.