How to increase your satisfaction rate?
Did you know that by increasing the retention rate by 5%, a company can create up to 85% more profit? To increase customer loyalty, use mystery shopping.
Did you know that by increasing the retention rate by 5%, a company can create up to 85% more profit? According to a study by the Harvard Business Review, customer loyalty is one of the most powerful levers for profitability. So, to increase customer loyalty, use mystery shopping!
What is mystery shopping?
You are surely wondering what it is? Mystery shopping is a quality control technique that allows a company to refine its sales technique, its management, as well as the quality of its products and services.
Through it, one can not only track the evolution of their company in real-time but also improve the customer experience by highlighting the various points that need improvement.
The different forms of mystery investigations
The different forms of mystery investigations conducted by Swiss Audit Shop are as follows:
- Mystery calling: evaluation of the quality of telephone reception, handling of requests, and problem resolution by phone.
- Mystery Emailing: testing the responsiveness and relevance of responses provided to written requests sent via email.
- Mystery shopping: in-situ evaluation of reception, advice, product presentation, and the sales process in physical points of sale.
- Mystery visits on digital platforms (or "e-visit"): evaluation of the user experience on a website or e-commerce site, including navigation, the purchasing journey, and online customer service.
Each form of investigation serves a specific objective and allows covering all touchpoints between the company and its customers, whether they are physical, telephone-based, or digital.
How to improve digital sales with the Mystery Shopper
As we already know, the mystery shopper is the professional responsible for evaluating employees' behavior toward the customer. In the digital realm, they measure the quality of online service offered by the company, through the website, social media, among others.
This service improves your brand digitally, perfects the website design, allows you to know what your customer really feels about your product, helps you improve the company's virtual support and attention through recommendations, and finally accelerates traffic.
A company's sales can increase when good attention is truly provided, whether virtual or face-to-face, when information is detailed in all services or products, and when there is always someone in charge of providing immediate attention. You must provide details to the customer, clarify their doubts, give them solutions, and always listen to them. In this way, you create a good relationship and turn them into a brand ambassador, obtaining benefits such as accelerated sales and market positioning.
How does a mystery shopper mission work?
Our main mission is to help each company satisfy its customers to the maximum so that each one can improve its quality of service. But how?
It involves sending a mystery shopper (fake customer) to a point of sale to collect information about the services offered by the company. This mystery shopper is specifically chosen and trained for each mission.
The fake customer plays the role of a normal customer or user, with the difference that they are there to measure the quality of the service offered by the company. They simulate a real situation, inquire about products or services, or make purchases.
At the end of each mission, the mystery shopper presents the results obtained via statistical software that produces qualitative and quantitative findings. They will also provide a report of the event.
The importance of customer service
Moreover, we all know that customer service plays a major role for a company regardless of its activity. That is why it is important to use mystery shopping!
Quality customer service is the pillar of loyalty. When a customer feels heard, understood, and supported, they are not only more likely to return but also to recommend the company to those around them. The resulting positive word-of-mouth is one of the most effective and least expensive growth drivers.
Conversely, poor customer service can lead to a rapid loss of clientele, a bad online reputation, and an erosion of sales. Mystery shopping allows for the precise identification of weak points in customer service before they have consequences on the business.
Why choose Swiss Audit Shop for your satisfaction surveys?
Because we are the leader in mystery shopping in Switzerland with over 7,000 investigators. Our personalized, made-to-measure intervention will provide you with all the answers to customer dissatisfaction.
Stand out from your competitors with Swiss Audit Shop! Our expertise allows us to design programs adapted to your business sector, your objectives, and your constraints, to produce tangible data and actionable recommendations.
Conclusion
Increasing the customer satisfaction rate is not an option; it is a necessity for any company that wishes to grow sustainably. With a direct link between loyalty and profitability — up to 85% more profit for 5% more loyalty — mystery shopping is positioned as the strategic tool par excellence. By combining mystery calls, mystery emails, mystery shopping, and e-visits, Swiss Audit Shop covers all touchpoints and provides actionable qualitative and quantitative data to transform every customer interaction into a loyalty opportunity.
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