According to a study conducted by the agency Market Force, 88 percent of customers leave the store because of poor service. The monitoring revealed that the low level of service can motivate consumers to prefer shopping online. The project involved 5,000 UK consumers.
Assessment of the quality of service with Mystery Shopping (in conjunction with the production of the main objectives, customer reviews, distance learning, and assessment of the level of sales) is a key tool to improve the service.
Secret shoppers make purchases in stores, as well as regular customers, but they value their customer experience in points and provide conclusions about the service business owners.
In one of the pubs in South London with the results of the study revealed Mystery Shopping real problems in service, making it possible to provide training for employees. Now the manager institution can confidently say that the staff is trained customer service "with a smile."