Mystery shopping is a preferred method used by businesses that wish to measure customer service quality. Anonymous shoppers visit the store and interact with employees to give unbiased feedback on their experiences. The covert shoppers prepare the competent data based on their observation and real-time experience at various touchpoints. The practice helps businesses to understand the customer experience, identify issues, and use actionable insights in ongoing improvements.
The data collected by shoppers and other mediums from multiple locations are hard to evaluate. The multi-location brands often face problems monitoring the impact of customer experience and their daily operational procedures. Analyzing spreadsheets filled with data is boring and may fail to connect the dots. Understanding the key customer experience metrics like satisfaction and service quality takes time. Even the accuracy of the data comes into question. The answer to these problems is to use a centralized customer experience platform to monitor the data and performance of all stores without going anywhere.
Why use a mystery shopping platform?
The mystery shopping platform brings critical information to the right people in real-time. It means the centralized platform will deliver necessary insight to the people who need them the most on the floor. For instance, it helps to notify managers of critical events in real-time and other activities, such as sending monthly reports of program scores and others. Using the platform empowers brands to take action when it matters most to enhance operational efficiency, maintain set standards, and earn loyal customers. Apart from these advantages, here are the 6 benefits of using a mystery shopping platform by a business:
1. Customized reporting
Analyzing the mystery shopping data for the multi-location brand is a herculean task. The data is difficult to evaluate and identify issues. But, the intelligent platform puts all data at the core and helps understand how locations execute the set brand procedures. Customized reporting saves you time.
2. Easy management of multi-location data
The software has a pre-built location dashboard to enter data from every store. With easy and flexible location management and granular permissions, the tool helps brands increase efficiency in business operations.
3. Designed to drive action
The platform sends automated alerts and notifications to the right person in real-time. That helps businesses to move teams into action fast to resolve issues. Moreover, you can monitor the progress of the job in real-time.
4. Listening to customers from all angles
The mystery shopping platform gives a complete picture of the customer experiences inside the store. The data gets enriched with insights from customer feedback and operational inspections. Analyzing the data is similar to listening to customer experiences and expectations.
5. Advanced insights and actions
The software is scalable as it is easy to integrate powerful applications based on your requirements. Access to advanced tools helps to uncover the impacts, predict results, and drive action easily.
6. Safety
Businesses share their critical data with mystery shoppers and enter into the software. The mystery shopping platform employs SSO for data encryption to keep sensitive data safe from prying eyes. The enterprise-level security arrangement protects your business data from being stolen.
The actionable insights gained from mystery audit are useless without being put into action. But, businesses face challenges while analyzing the gathered data from different locations. But, the mystery shopping software can centralize data of all stores and put it into easy-to-understand formats. Users can interpret the data to drive action that pushes growth and customer service experience.
