Mystery Shopping “Has never been more important”

With the high street now fully reopened it’s time to get that edge over your competitors, especially your online counterparts which many consumers turned to during the pandemic.

The advantage of a ‘brick and mortar’ store over its online competitors is customer service and face to face interaction.

So how do you monitor these advantages? This is where Mystery Shoppers comes in, a mystery shopper can interact with staff and receive a real service. This authentic interaction can then be evaluated and provide valuable feedback to the company.

Our Mystery Shopping service has increased over the last few months throughout the Channel Islands, and it has been an integral marketing tool to our clients…

Current Marketing Bureau Mystery Shopping Client A.*
“Mystery Shopping has never been more important than during these challenging times in Retail. Being able to gain in-depth customer insight and use it to quickly adapt has been key, particularity when switching to an ‘online only’ offering and maintaining our high levels of customer experience whilst adhering to Covid restrictions. The ability to benchmark our service levels and specifically target certain services using mystery shoppers has enabled us to identify shortfalls in our service and address them before they impact our customers.”

Our Mystery Shoppers program can also eliminate any variable that cause a skewed result, as they interact anonymously and therefore receive a real service.

Current Marketing Bureau Mystery Shopping Client B.*
“Mystery shopping will be the only way to know if new health and safety measures are being complied with. Customers will flood social media with commentary, both negative and positive about brands within our store about our performance around this issue. Mystery Shopping in our retail business allows us to closely monitor our people’s performance and the quality of service they provide to every customer. It teaches our employees why it’s important to be mindful of every customers needs and ensures customers that the products that are sold within our business are quality, from the knowledge of our sales consultants.”

All our shoppers are experts in the field of customer service, they understand consumer needs and authentic interaction.

Mystery Shopper for The Marketing Bureau*
“As a mystery shopper it’s important for me to blend in and experience the real customer service experience, I find it very satisfying to return to a department I had previously mystery shopped and see how they have improved, it’s nice to know that improvement is down to my previous feedback. Being a mystery shopper really does make me feel like I am making a big difference to instore customer service in the Channel Islands.”

If you want to ensure that your company is doing all it can to improve and advance customer service, then book an appointment to discuss Mystery Shopping with us today by calling 01534 504800 or email sales@marketing.je

*Our Mystery Shopping clients & staff are kept confidential due to the nature of the work.