Mystery Shop Program

Mystery Shop Program

Our Intent

To enhance the customer experience of your business with mystery shops and testimonials, while strengthening your community.

Our Vision

A state-wide program providing business owners a tool to measure the true impact their company culture has on their employees, customers, and community.

Actions

  1. Business Owner chooses a Mystery shop option
  2. Personalized shopper evaluation created
  3. Schedule mystery shops to make sense for business
  4. Provide detailed report following each shop
  5. One on one strategic consultation
  6. Review multiple reports looking for consistencies

Results

  1. Better work-life balance
  2. Increased profitability
  3. Enhancing customer relationships
  4. Peace of Mind
  5. Enhanced relationships with vendors
  6. Increased trust with front line abilities
  7. Monitors and protects your brand
  8. Improves your workforce
  9. Improves customer satisfaction
  10. Grows customer loyalty
  11. Increases customer frequency
  12. Improves your bottom line

 

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Facts & Statistics

78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience. Source: American Express Survey

A typical business hears from 4% of it’s dissatisfied customers. Source: “Understanding Customers” by Ruby Newell-Legner

It takes 12 positive experiences to make up for one unresolved negative experience. Source: “Understanding Customers” by Ruby Newell-Legner

News of bad customer service reaches more than twice as many ears as praise for a good service experience. Source: White House Office of Consumer Affairs

It is 6-7 times more expensive to acquire a new customer than it is to keep a current one. Source: White House Office of Consumer Affairs

For every customer who bothers to complain, 26 other customers remain silent. Source: White House Office of Consumer Affairs

80% of companies say they deliver “superior” customer service while 8% of people think these same companies deliver “superior” customer service Source: Lee Resources

On average, loyal customers are worth up to 10 times as much as their first purchase. Source: White House Office of Consumer Affairs

70% of buying experiences are based on how the customer feels they are being treated. Source: McKinsey