Starting a Mystery Shopping (MS) programme is a strategic move to enhance customer experiences and improve service quality. However, as you consider launching such a programme, you may have several questions, such as:
What objectives should we set? How do we choose focus areas for evaluation? Should we inform our staff or keep it a secret?
To ensure your programme runs smoothly and your company is well-prepared, we've created a helpful checklist that answers the most common questions. From defining clear objectives and sharing training materials to determining evaluation focus areas and handling employee concerns, this roadmap ensures effective collaboration with a mystery shopping institute and achieving impactful outcomes.
If you're interested in learning more about why many companies rely on customer experience programmes to evaluate their customer journeys and how they benefit from the results, then also check out our article about the key metrics these programmes determine.
Our free checklist is now available
Download this checklist to launch a Mystery Shopping programme that not only measures performance but actively contributes to your business's success.
➔ Click here to download the whitepaper
