How do organisations ensure constantly high customer service standards? How do they measure the level of service provided?  How do they know that the customer is satisfied?
 
Last week I was in a queue of three waiting to pay. There were two customer service agents at the counter. One was on the mobile, whilst trying to change a visa machine roll at the same time, the other was arguing with a customer. I was standing there, watching intently hoping to catch some attention. However I got no eye contact, not even a smile.

When the agent eventually finished, he grabbed the bill out of my hands without saying a word and started punching away at the computer keyboard. I handed the money, and the change was thrown back at me.  I left frustrated wondering whether I should bother complaining. Though the product I bought was good, the customer service was very poor.

In today’s fast changing competitive world, both the quality of a product and the service provided are important factors for the growth, and sustainability of the organisation. Research indicates that, 65% of customers never return because of poor service while only 15% because of product dissatisfaction.  This highlights the need to ensure strong standards of customer service.

Mystery Shopping was introduced to help organisations determine the level of service at any point in time.  Mystery Shopping involves thorough research at the Point of Sale and the organisation’s customer service centers to check on quality as well as  adherence to procedures and policies. Usually the following factors are measured: politeness, promptness, product knowledge, and employee appearance. Also there is an assessment on the ambience, the quality of the product itself and the packaging
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A consultant visits the organisation’s premises and behaves as a normal customer based on a script which is prepared in conjunction with the management. After the execution of several scenarios, a report will be produced and results will be presented to the organisation’s management.

Mystery shopping is considered as the ‘Moment of truth’ for an organisation since it reveals the customer’s level of satisfaction. It is an investment for organisations and a powerful tool that enables ongoing Customer Service Improvements.
 
People Achieve regularly provides 'Mystery Shopping' services to some of the island’s leading organisations. We can provide you with the same insight into your organisation, and help you see your operations through the eyes of your customers.

For more information or to share your comments you can contact the author on marina@peopleachieve.com