Below is an excerpt from a recent commentary discussing the benefits of using a mystery shopping program to determine what drives customer satisfaction in the C-store industry that I find interesting and applicable to most, if not all, industries…
“The client’s mystery shopping program scores its channel partners three times year and what’s been revealed is that locations attaining high marks on mystery shops and audits sell more gas, regardless of fuel prices. In the first year of the program alone, the client’s channel partners experienced a double-digit increase in average monthly volume.”
You can read the entire article by clicking here. It’s a good read and drives home the point that mystery shopping is not only used as an objective measurement for operational standards, but can help pinpoint factors that will make companies a success.
