Mystery Shopping
Do you ever wonder how you can measure the quality of service being offered to your consumers?
Sometimes Mystery Shopping the only way to see how it’s really working!!
Mystery Shopping is a tool to evaluate and improve your team’s performance and customer service levels across all industries. It can also be used to give you key insights of your performance into comparison versus competition’s performance.
IFM’s has a wide range of database of Shoppers from Different backgrounds Shoppers can measure all the requested criteria objectively and provide you with detailed feedback of the whole Mystery Visit experience, through unlimited scenarios.
Mystery Shopping Programs will allow you to:
- Identify how your staff performance against your customer service expectations
- Identify areas where staff training may need to be focused
- Evaluate the general service standards of your branches and in-store look
- Provide you with the opportunity to reward your staff for strong performance
- Even can monitor your competitor’s performance and give you insights about the opportunity in the market.
Whether it is a Regular Visits program or an ad-hoc one, Mystery Shopping can measure customer interactions through physical visits, Phone calls, e-mails, and it can go through all the way till the purchase process and even product return in some cases.
IFM has got the knowhow of checklist creation based on your industry, criteria need to be measured and timeliness of visits. Based on the agreed checklists, IFM provide you with prompt detailed analysis per visit (or call) through qualitative and quantitative analysis, and pictures in some cases that allow you to take immediate actions to maintain your expected service levels.