What are the typical results of mystery shopping surveys

Mystery shopping is a valuable evaluation method used by many companies in Switzerland to obtain an objective overview of the customer experience provided by their establishments. This technique involves sending an anonymous investigator, or "mystery shopper," to interact with a company like an ordinary customer. The investigator observes and reports their experiences based on predefined criteria, which allows companies to identify their strengths and weaknesses. The results of these surveys can vary depending on the sector of activity but generally aim to improve the customer experience and ensure compliance with service standards. Let's explore in detail the typical results of these surveys in Switzerland. ## 1. Improvement of service quality One of the most common results of mystery shopping surveys is the improvement of the quality of service offered by the company. Mystery shoppers evaluate various aspects of the customer experience, such as staff courtesy, speed of service, cleanliness of the premises, and even the quality of the products or services offered. For example, in the restaurant sector, these surveys may reveal needs for improvement in areas such as customer greeting, food presentation, or the speed of order taking. Companies can use this information to adjust their staff training strategies, which helps to ensure a more consistent and satisfying customer experience. These improvements are often crucial for retaining customers and attracting new consumers. ## 2. Compliance with standards Another typical result of mystery shopping surveys is the measurement of compliance with standards established by the company or the industry. These standards may include specific protocols to be followed, such as greeting procedures, sales methods, or product return policies. Mystery shoppers verify whether these standards are effectively applied in practice. For example, in the retail sector, it is essential that staff follow strict processes to ensure a consistent and professional shopping experience. The gaps identified between expectations and reality allow companies to implement corrective measures, such as additional training or adjustments to internal procedures, to ensure that all employees meet the required standards. ## 3. Customer loyalty and satisfaction The results of mystery shopping surveys often show that companies that constantly monitor and improve their customer service see an increase in customer satisfaction. A satisfied customer is not only more likely to return but also to recommend the company to others. In Switzerland, where competition is strong in many sectors, customer loyalty is crucial. Mystery shopping surveys allow for the measurement of specific aspects of customer satisfaction, such as ease of access to services, staff responsiveness, or effective problem resolution. These elements are key to creating a positive customer experience that will encourage loyalty and recommendations. A company that excels in these areas is better positioned to thrive in a competitive market. ## 4. Benchmarking and training Data collected during mystery shopping surveys is also valuable for benchmarking, which is the comparison of internal and external performance. Companies use these results to compare the performance of different locations or departments, as well as to evaluate their positioning relative to the competition. Internally, benchmarking identifies best practices to adopt across the company. Externally, it helps to understand how a company compares to its competitors and where improvements are needed to remain competitive. Furthermore, the results of mystery shopping surveys serve as a basis for developing targeted training programs. These trainings can focus on specific aspects identified as failing, thus ensuring that all employees possess the skills necessary to provide superior quality customer service.

## SAS Survey: the reporting tool for mystery shopping surveys In the field of mystery shopping surveys, having an effective, real-time reporting tool is essential to maximize the effectiveness of analysis and decision-making. SAS Survey is a leading reporting software specifically designed to meet the needs of companies that use mystery shopping surveys to evaluate the quality of their customer service. This tool offers an intuitive interface and powerful features that facilitate the collection, analysis, and utilization of data gathered by mystery shoppers. ### Key features of SAS Survey #### 1. Real-time connection for mystery shoppers One of the main advantages of SAS Survey is the ability for mystery shoppers to connect in real-time to fill out their questionnaire online. After completing a mystery visit, the mystery shopper can quickly and easily submit their observations via the SAS Survey online interface. This speed of submission allows for the capture of fresh impressions and details, which improves the accuracy of the data collected. #### 2. Real-time monitoring of visit results For companies, SAS Survey offers the ability to monitor the progress of mystery visits in real-time and immediately consult the results. This instant tracking allows managers to intervene quickly if problems are detected or to congratulate teams for exemplary performance. Real-time access to data also allows for the effective management of ongoing mystery shopping programs and ensures optimal responsiveness. #### 3. Advanced data analysis SAS Survey is not limited to simple data collection; it also offers powerful tools for analyzing results. Through a filtering system, companies can refine their analyses to extract the most relevant information. In addition, the tool generates clear and detailed graphs that facilitate the visualization of trends and performance. These analysis features allow companies to make informed decisions and adjust their customer service strategies accordingly. #### 4. Data export Finally, SAS Survey offers a data export feature, allowing users to download results in various formats for later use. This option is particularly useful for companies that wish to integrate mystery shopping data into other reporting systems or to perform more in-depth analyses using additional tools. ## Why choose SAS Survey for mystery shopping survey reporting? SAS Survey is an ideal choice for companies looking for a complete, reliable, and flexible tool to manage their mystery shopping surveys. Its ability to provide real-time data, combined with its powerful analysis and export features, makes it a valuable asset for improving the quality of customer service. By allowing immediate responsiveness and in-depth analysis of results, SAS Survey helps companies maintain high standards and quickly identify areas requiring improvement. With SAS Survey, companies can not only closely monitor the performance of their teams but also continuously optimize their customer service strategies, thanks to accurate and actionable data. ## Conclusion In conclusion, mystery shopping surveys in Switzerland offer valuable results that help companies improve their customer service, ensure compliance with standards, increase customer satisfaction and loyalty, and optimize staff training. These surveys allow for the collection of objective and actionable data, which is essential for any company wishing to maintain a high level of quality and remain competitive in its market.

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Further reading

Our mystery visit service

Discover how we evaluate welcome, advice and compliance with your standards at the point of sale.

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Mystery shopping at Swiss Audit Shop

Our approach to mystery shopping and customer experience measurement.

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