Evaluating employee performance and business operations will be more optimal if you use mystery shopping evaluation. It is an evaluation using mystery shopper services or individuals who act as consumers assigned to make purchases of goods or services.
The identity of a mystery shopper is not known by your employees who are on duty, so the evaluation data they produce will be more accurate. Moreover, there are other benefits from mystery shopping that you can get to increase your business. So, what are the benefits?
Even though you have set the SOPs for employees, it is not necessarily that these SOPs are implemented properly. As a result, customer satisfaction can decrease. Indeed, you cannot supervise throughout the operating hours of your business every day. To ensure that your employees have implemented the existing SOPs, you can evaluate them using mystery shopper.
The evaluation results of the mystery shopper are the real results when compared to yourself plunging into evaluating. In general, employees will provide extra performance when directly supervised by their superiors. It is another case when the mystery shopper evaluates them with an unknown identity.
The performance provided by employees is the daily performance obtained by consumers. You can also use mystery shopper service to find out whether the customer service and your business complaint procedure have worked well in different scenarios that could be experienced by the consumers.
The evaluation results you get from mystery shoppers are not merely the results of individual observation. Mystery shoppers are already equipped with knowledge about consumer shopping behavior according to their respective demographic categories, so they understand how businesses would run better from the consumer’s perspective.
Mystery shoppers cannot only be used to evaluate the performance of the business itself, but also the performance of competitors. When mystery shopper service is utilized to see how competitors' business services are, you can get a variety of data which absolutely can be useful later to improve the performance of your business to be superior to competitors.
Mystery shoppers also identify what services are doing well. Amid the hustle and bustle of company operations, companies need to reward employees or locations that successfully provide fast and effective customer service. This appreciation can motivate employees in other locations to provide better customer service every day.
With accurate evaluation data from mystery shopping, you can make the right decisions to improve your business to be even better. To make the mystery shopping evaluation technique more accurate and seamless, companies need a digital inspection platform like Nimbly.
With Nimbly, mystery shoppers can access the inspection questionnaire via mobile and send it directly to the headquarters.