Mystery Shopping Research (MSR) can contribute significantly to achieving company objectives because developing a culture of customer service excellence is critical to the success of business. MSR provides you with an objective measure of customer experience at any point in time and this can be on a short, medium or long term basis. By providing real information, it allows you to monitor and make improvements to customer service levels.
MSR highlights your strengths and weaknesses of customer service with regard to staff knowledge and understanding, helpfulness, friendliness and professionalism; layout and ambience; promotional activities; competitive service levels and the list goes on. MSR can also be used to motivate and reward staff so as to encourage and develop the highest levels of customer service.