Mystery shopping services can help businesses in several ways: 1) Identify areas for improvement through objective customer research, 2) Understand opportunities by measuring customer service performance, and 3) Boost staff competence and sales through targeted training based on mystery shopping data. Mystery shopping involves anonymous shoppers testing various customer touchpoints like in-store, online, or phone to collect both qualitative and quantitative data on customer experience. Businesses can then review the compiled data to identify operational or staff issues and link performance to sales metrics in order to focus training and drive better results.

1. Mystery Shopping Services / Compliance Audits / Customer
Mystery Shopping Benefits and Process
1. Help improve customer service and loyalty
2. Identify areas of business weakness through research
3. Understand business opportunities
4. Build staff competence and improve through training
5. Boost sales performance and increase profitability
Recognise great performance
and reward your staff.

2. Mystery Shop Visit Types
Combined Mystery
Shop Programme
In StoreOnline By Phone
Methods of Measurement
Universal
Online Dashboard
Audio
Recording
Video
Recording
Written
Reports

3. Understand Overall Performance
Review the Data
Identify Operational
Issues
Identify Staff
Issues
Link to Sales
Performance
Correlate Performance Data
back to Mystery Shop Scores

4. Quickly drilldown to see area performance focusing in
on the areas which require the most urgent attention.

5. Mystery Shopping Services / Compliance Audits / Customer
Net Promoter Score (NPS)
The Net Promoter Score is an index
ranging from -100 to 100 that
measures the willingness of
customers to recommend a
company's products or services to
others.
Mystery Shoppers can be asked to
give a score from 0-10 to help build
the NPS Score for the programme.

6. Train - Mentor - Coach and Reward
Training can be distributed to staff using a
fully auditable online manager action plan,
helping you to improve on service
performance over time. Giving everyone the
ability to achieve key targets
The results of the mystery shopping exercise will
allow managers to focus on the key elements
which impact the overall performance.
For more information on these slides or for more information on mystery shopping in general please
contact us on enquiries@tern.co.uk - Telephone - 01939 235555 or via the website www.tern.co.uk