Why does Mystery Shopping Improve Customer Service?
The term ‘mystery shopping’ has become quite prevalent in today’s society. The principle reason companies use mystery shopping companies is to measure employee behavior, productivity and customer service skills during day-to-day business interactions. Traditionally, mystery shoppers enter a place of business with the intent of observing and interacting with its employees in order to rate their performance on various factors. Typically, the employees would not be aware that they are being monitored, assuming that the mystery shopper is a regular customer or guest. One strategic purpose behind this endeavor is to ascertain how an employee actually performs and acts when his or her supervisor is not observing. Why is it important to determine how an employee acts in the absence of supervision? The answer is relatively simple. It has been proven time and again that employees do perform differently under a watchful eye than they do when unattended. Job security, desire to please and succeed
