Why do companies use Secret Shoppers?
Statistics show that poor service is the number one reason why customers stop doing business with a particular company. In addition 96% of unhappy customers do not complain to the establishment, but they do complain to others. Typically an unhappy customer will tell 5-10 people of their bad experience, while a satisfied customer will tell an average of two. FOR THIS REASON Secret Shoppers are used by management to evaluate a store and help to tell why or why not a customer may return.
