Video Mystery Shopping
Customer experiences can be impacted in many different ways. Some of these are obvious and measureable and some are more subtle and can only be witnessed first hand. Video mystery shopping can help you to see this remote and important viewpoint whilst at the same time capturing hard evidence which relates to the key business measurements. We often hear the phrase ‘people buy people’ and ‘first impressions count’. Having the ability to see how a service is delivered from the outside looking in can be a valuable and important asset in evaluating how we truly behave as individuals when representing a company or brand.
The Benefits of Video Mystery Shopping for Companies
So you’ve recruited your staff, trained them to deliver or sell the product/brand and you wait to see the results through the performance frameworks implemented at senior levels. However once an employee has left the training room it is not always possible to have a view of staff performance measurement in the real world which goes beyond the numbers. This is where video mystery shopping becomes an invaluable tool for customer experience managers and sales teams alike.
You might wish to view a mystery shopping video visit for compliance and audit purposes or to see if new staff handle and manage common sales objections in a competent manner. Secret Video Shoppers role plays can be defined ahead of the visit and can focus on areas where you feel that you might be underperforming or failing to deliver a service your customers would expect and demand. It can also be used to collate important training material for use in future improvement sessions.
Mystery shopping sample video:
The Benefits of Video Mystery Shopping for Customers
In competitive marketplaces where there is little differentiation in terms of price, the importance of building a great customer rapport and delivering a quality customer service will help you to build a customer base with a higher customer lifetime value.
Ultimately your happy customers are likely to spend more and make quality referrals for future customers. The reduced requirement to churn new customers to grow your business will improve your cost per acquisition and create a positive feedback loop. This will result in the the ability to ultimately deliver a superior service over your competitors by diverting budget to aftersales care.
The Benefits for your Staff
Knowing your own shortfalls not only as a company but as an individual allows the opportunity for both parties to improve. Our own view of ourselves is very often clouded by our daily routine and other external factors which influence the way we conduct ourselves as we work. In the same way as anonymous 360 degree feedback methods from your peers can be both beneficial and enlightening, an external view of performance through a mystery shopping video can yield similar benefits to individuals. The ultimate goal feeds through as the reward of improved service to the customer and career growth for the staff member.
Buisness Areas which Benefit from Video Mystery Shopping
Video Mystery shoppers give you the benefit of a unique form of customer feedback and can be aligned to your business needs.
- Assessing campaign delivery and performance, product promotions and store layouts
- Benchmarking new store capability
- Checking sales and services are delivered in a compliant manner
- Reviewing adherence to regulatory requirements
- Audit of franchisee operations to see that company standards are maintained