Mystery shopping is a process in which pre recruited and qualified consumers measure the customer service provided by a company's front line service providers from the view of a normal customer. Companies cannot perfect every aspect of their store and so with the help of Mystery shopping results, you can gain insight into what truly matters for customers, exploring every dimension of the shopping experience and address the issues that are the most important for the customers.
Typical areas we cover in Mystery shopping
Brand Assurance/Compliance Evaluations
Customer Experience Evaluation
Customer/Guest Service Evaluations
Customer Touch Points Evaluation
Signature Employee Evaluation
Brand standards Implementation Evaluation
Customer Experience Management
Service Level Quality Assurance
External and Internal Ambiance
Relationship Building Behaviour
Staff knowledge about Products and the Brand
Telephonic Interaction Skills
Benefits of Mystery Shopping
It has the following benefits:
Accurate Customer Insight
Improved Customer Delight and Satisfaction Index (CDSI)
Brings new customers
Closes gap between Customer expectations and experience
Identifies loopholes in management
Improves Customer service levels and sales skills
Increases Brand Recall value
Maintains consistency of brand
Monitors and Measures service performance
Improves customer retention
Provides feedback from front line operations
Monitors facility conditions-asset protection
Ensures product/service delivery quality
Reduces customer complaints
Evaluate your competitors
Identify best practices and apply companywide
Reward staff for exceptional performance.
Develop and monitor employee reward programmes
Industries We Cater
Our areas of operation touch various domains of the market like Hospitality Industry, Retail etc. and also extend to Sales and Marketing audits and Training initiatives for our clients. We have specifically designed matrices, solutions and training programs to address every domain in all the industries. WeMark uses customized methodologies to assess how customers experience various products and services. We offer customizable and accurate mystery shopping tools in the following sectors:
MYSTERY SHOPPING OPERTAION AREAS
The customer experience is what matters in this industry and nobody understands this better than us at WeMark. We provide customized standards for evaluation of your teams working at hotels, spas, Rejuvenation Centers, Resorts , Clubs and Pubs, coffee shops etc. We provide holistic reports and also suggestions to improve your performance.
Customer contact and service is the prime focus of the Leisure Sector. Our Mystery Shopping researchers undertake the complete customer journey . This type of programme can provide meaningful feedback on your people and give an assessment of your facilities and standards of product quality. You'll be able to make any changes necessary and improve the commercial success of your enterprise.
Guest Service areas should be handled carefully by understanding the purpose of the guest's travel in order to provide required comforts and other related services during the travel.Our operations audits and trainings are customised to match the type of products and service this domain demands.
In the retail environment, it is important to know how well your team handles your customers. Mystery Shopping provides a true picture of your staff's customer service skills. Through our Mystery Shopper programme, one of our trained researchers will become a customer, visiting one or more of your outlets. He or she would provide reports on the general customer experience. From the results, you'll be able to evaluate their compliance with company procedures.
Our programmes can be used to improve performance in every aspect of Automotive Sales and After-Sales. In motor dealerships, our programmes are used to measure Sales Performance against a dealer's Sales Process.
Our food services include quality checks for Restaurants, Quick Service, Take Away, Fine Dining, Bars, Nightclubs, Drive In, Coffee Shops, Home Delivery etc.
FAMILY ENTERTAINMENT CENTRE
Our experienced audit teams also undertake routine quality audits for Malls, Cinemas, Theatres, Amusement Parks, where the performance can not be measured in numbers but requires customer satisfaction. We provide tailor made reports for such specific requirements.
Educational Institutes, Telecom Service Providers, Government Departments
IMPORTANCE OF MYSTERY SHOPPING IN BUSINESSES OF METRO CITY
Regular audits of books and accounts are imperative to keep the finances healthy and similarly Mystery shopping for businesses of metro city is important to run the business without losing customers or good will. Unmonitored business will keep on losing consumers due to minor/major lapse in product quality or defects in delivery channel. Moreover, in metro cities like Chennai, Mumbai, Hyderabad and Bangalore people have various options of businesses and therefore even a minor lapse can cause severe business loss. However, such losses can be proactively avoided through the best mystery shopping that offers intelligent and actionable feedback and information to improve business and retain customers.
BECOME A MYSTERY SHOPPER – EARN WITH SHOPPING IN METRO CITIES
All of us dream of a job that is fun, without strict deadlines or anyone to boss around. Youth in metro cities such as Mumbai, Chennai, Hyderabad and Bangalore seek part time jobs that are well paying and interesting and thus get invariably attracted to Mystery Shopping. This part time job rewards you through pays, free shopping, free movies and free lunches. As a matter of fact, you are your own boss with your intelligent boots on and you also get to enjoy free shopping and lunches along with your regular pay.