Customer experience (CX) is a top priority for most retailers, but many struggle to pinpoint where the brand vision for CX is not being delivered - especially at the individual store level.
Even with CX-focused training in place for employees, it is difficult for multi-location businesses to ensure processes are followed consistently at every location. The result is a disconnect between the overall CX plan and execution, and ultimately, the experience each customer has.
Mystery shopping provides a powerful way for retailers to address this disconnect as they’re able to gain valuable intelligence on CX, which is the totality of the experiences a customer has with your brand, as well as with customer service, which is the micro-level assistance your staff provides to a customer. Addressing both areas with a mystery shopping program enables retailers to ensure that the goals of CX initiatives (such as increased customer loyalty) and customer service become a reality, as you measure — and manage — what’s happening at the store level.