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What is Mystery Shopping ?

Companies want to know how to improve the service they offer; if there are specific problems that needs to be addressed; if there are any exemplary employees or want to know what the competition is doing. As a professional mystery shopping service, Verband Management provides visits and professional reports of unbiased information on actual observations of the business. Mystery Shopping is above all a tool to assess the quality of service by employees and store management, rather than a market research technique. 

In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key diffentiator and has become a key element of business strategy. Poor customer service affects your bottom line as it costs approximately 6x more money to attract new customers than it does to retain an existing customer. Dissatisfied customers tell many more people of their experience than satisfied customers do. 
 

Mystery shopping is used to measure the quality of service or to gather specific information about the products and particular services of the Company. The Mystery Shopping Associate identity is not known by the establishment being visited. Mystery Shopping Associates perform specific tasks such as purchasing a product, asking questions, registering complaints or behaving in a certain way, and then provide detailed reports or feedback about their experiences.
 
A VERBAND MANAGEMENT Mystery Shopper Associate is someone who poses as a legitimate customer in order to provide their first hand experience to the client. Mystery shopping evaluates customer service, product knowledge, employee training, and the company's sales process. The job as a mystery Associate is to observe different aspects of experience and "objectively" report those observations.
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