When it comes to mystery shop, there is no better substitute for seeing things from the customer perspective than video mystery shopping. Covert video is the ultimate unbiased and objective method of feedback on the customer experience. Seeing things as they really happen is a hugely powerful tool for shaping and improving both staff behaviour and sales performance.
Using video to measure individual performance
Self-scoring options are also available, enabling your team to analyse/review their own performance when dealing with staff. Reports can contain qualitative feedback provided by the mystery shopper upon completion, giving you an additional narrative of how they felt when served by your team alongside the overall scoring.
Video mystery shop scheduling
Video visits are scheduled according to client needs to give the best possible return on investment. Keeping the visits open maximises the power of the video mystery shop programme, meaning that anyone walking through your doors has the potential to be your measuring your overall service standards.
Best practice compilation videos
Video mystery shop also helps you to build on the very best service in your company by allowing you to combine best practice videos from real life situations. Whilst some training videos can seem contrived, a genuine customer situation can enhance your training delivery and brings service to life. Our skilled video mystery shoppers follow predetermined scenarios to test your team. Each visit results in a full-length video of the encounter allowing you to review the interaction as if you were there in person.
Our video editing team then compresses and edits each video as necessary, ready for review via our streamed hosting system and insights dashboard. Training comments can be added directly to the report for others to view as they replay the training segment. This makes video the ideal option for training managers, customer experience teams and operational functions.
To see how this type of report can benefit your business get in touch with one our video mystery shopping specialists.
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