Would mystery shopping change consumers perceptions of service quality?
When respondents were asked how they would feel about a company if it used mystery shopping to monitor service quality, insightful findings emerged. Sixty-seven percent of consumers said they are confident with the service quality of companies with mystery shopping programs, 66% believed companies with these programs are professional, and 62% said such companies would be reliable. “And most importantly, tying directly to the bottom line of any business, 57% of consumers said they will use a company’s services more if it has a mystery shopping program in place,” says Ivy. “This clearly shows the value of such programs in increasing business opportunities and improving company image as they demonstrate to consumers that the company will indeed go the extra miles to deliver quality service.” Please see Figure 2 for consumers’ perception on companies with mystery shopping.
