In an article written by Janice Jones and posted on ArticleBlast.com, she states that many business owners rely too heavily on advertising and marketing to build their company success and creating a brand name for themselves. However, she writes that should not be the sole goal of any company.Testing the performance of a company’s employees can ultimately determine whether the customers coming in the door turn into regular customers. Mystery shopping is one way to assess employee performance, with an eye toward making sure each employee is offering a client or customer the highest level of service. It’s been shown that a high level of customer satisfaction can result is positive word-of-mouth advertising from that customer.
Mystery shopping provides a service that can check up on employees secretly. The mystery shopper acts like a usual customer and may ask for things and observe employee behaviors. A mystery shopper may note the employee’s level of attention, pro-activeness, approachability and willingness to help the customer, for example. The mystery shopper then prepares a detailed report that is delivered to company management.
With the results of the mystery shop in hand, management can then design training programs that address any problem areas. Perhaps management will need to redesign the training of new or existing employees to help improve the way customers are treated. The mystery shop may have revealed a specific problem area, even if the business overall is doing well.
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