ROI of Secret Shopping
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Consider that good customer service is the largest reason a consumer repeats business with a company. Many studies have verified and drove home how valuable it is to give our customers a satisfying experience, beginning with the moment they walk through our door, or pick up the phone to call us.
While secret shopping may seem like a questionable use of money to some, the return on investment goes beyond just knowing how long it takes to answer the phone or greet a customer. Secret shopping is the only tool that objectively provides a third party perspective into how your customers may feel. This insight has immeasurable value.
Secret shopping will let you know if good is consistent, or if it just accidentally happens every now and then. Once your eyes are opened, you and your staff can begin to make the necessary steps to provide excellent customer service, on purpose, every time!
Written by: Sarah Little, TQA Executive and Blog Editor
Thanks for reading our secret shopping and inside view into the industry.
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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.
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