MYSTERY SHOPPING
It is an effective and reliable tool for companies to see their businesses from the perspective from which they are viewed and evaluated by customers from their "real experience" with the products / services they offer and the way in which they are made.
By recurring to "hidden customers" we are able to measure, monitor and compare the experience with real customers also in relation to competition, for each of the attributes that need to be addressed (eg quality of the product / customer service, treatment received, waiting time , hygiene, etc.) and not just those who get their attention.
Understanding the needs, expectations and determining which attributes are the ones which matter the most to customers is crucial for customer satisfaction, to gain repeat customers and customer loyalty and also competitive advantage, as only that which can be measured can be managed.
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