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Tag: mystery shopping

Spot Checks – A New Form of Mystery Shopping

 

SpotCheck logo 2016

 

Mystery shopping just got easier!

 

We are pleased to introduce our new Spot Check Mystery Shopping Program – it’s a mobile based, simplistic approach to mystery shopping.

 

We understand that each company’s needs are different, and we have heard requests for simpler programs for a variety of reasons, whether it’s to start a discovery program for those who have not used mystery shopping in some time (or ever) and want to see where they are on the most basic service points or if it’s a company that’s rolling out a new product or promotion and want to make sure all locations adhere to the marketing/presentation/talking points set forth.
We also understand that companies are pressed for time – starting a customized, more complex program takes time, and sometimes companies need quick data.

 

Spot Check Mystery shops serve both purposes – you can order shops on our self-serve portal and get started with no effort on your part. Your locations will be evaluated using a basic, standard evaluation form and shoppers will be deployed. From there, you and key company members will receive email notifications as shops are completed.

 

Take a look at our newest service offering or start a program to see how it works! There is no commitment on your part – order shops as needed or request that they happen on a regular basis.

 

Have questions? Please don’t hesitate to contact us to learn more about the Spot Check Mystery Shopping Program – we’re always happy to help!

 

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A Fresh Set Of Eyes For One DMV

 

dmv

 

Going to the DMV is never a pleasant experience – they are noted for long wait times, unpleasant staff, and other issues that cause dread in people needing to visit.

The DMV in Connecticut is making some big changes.  Commissioner Michael Bzdyra was recently appointed to the position, and after a close look at operations with what he refers to as “a fresh set of eyes” is making some sweeping changes to help improve the consumer experience, some of which include:

  • Conducting focus groups and surveys to learn more about why consumers aren’t utilizing the online services
  • Streamlining the telephone system to cut down on inefficiencies and wait times for callers
  • Creating accountability by appointing a Chief Operating Officer. Along the same lines, he is working to improve the training procedures at the facilities

These are three of the major changes coming based on a recent article. In this case, it’s a great opportunity for a new person to step in and take a look at overall operations from a fresh perspective; that is one step in fixing some of the general issues that can arise.

For your business, is it possible to implement changes and find a “fresh set of eyes” without changing key staff?

Absolutely. Here are a few tips:

  • Similar to what this DMV is doing, take an objective look at processes in place. Now is a good time to ask employees for feedback and look at customer feedback survey data – any trends or consistent trouble spots? If so, you now have a starting point.
  • Get a fresh set of eyes from outside the company. Hiring a mystery shopping service to get a baseline snapshot of the customer experience can give greater insight as to areas of strength and weakness. Couple the data from this baseline study with the results of your employee & customer feedback.
  • Keep staff accountable. Once you have done the above steps, it’s time to lay out a plan to make improvements, renew training initiatives if needed, and then create a consistent measurement system. Mystery shopping is just one way this can be done; consider quality control monitoring of your call center, manager spot checks, or even spot check evaluations to collect objective data about the customer experience. Analytical reports can be used to continually monitor and gauge performance across staff, locations, or geographies. Use this data in performance reviews, training sessions, and incentive programs for maximum effectiveness.

For the Connecticut DMV, it will take some time before the benefits of the sweeping changes will be seen. However, this new Commissioner is doing things right, and it will pay off in the long run.

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Enhance Your Mystery Shopping Program in 2016

 

With a new year fast approaching, taking a good look at your current mystery shopping program is important, especially if you’ve had the same program for some time. Here are some ideas for sprucing up your program in 2016:

 

    • Is it time to raise the bar? Hopefully you’ve been watching your company’s performance over time and seen some improvement. If so, that’s great! If you’re finding that your performance scores are consistently coming in exceptionally high, it might be time to raise the bar, especially if your program is in its second or third year. When programs start, especially when a formal mystery shopping program has not been in place before, the program touches on the most basic customer service expectations to ensure that service levels are consistent. Over time, changes take place based on the mystery shopping reports, and things improve. Now it may be time to take it to the next level – incorporate some of the “higher level” performance behaviors. For example, incorporate scenarios to ensure that staff are providing correct information to customers. Pinpointing common customer questions or concerns can give companies “scenarios” for mystery shoppers to use while conducting shops.

 

    • Don’t focus solely on brick and mortar: onsite shops are vital, but don’t forget about your website or even telephone interactions – those are equally important in the customer journey and should not be overlooked. If you’re not using mystery shopping for these touch points, 2016 is a good time to start.

 

    • Social media mystery shops: social media customer service has become commonplace; because of the speed with which social media travels, ensuring that staff respond in a timely and accurate manner is important. This is an emerging tool for companies, and utilizing mystery shopping to ensure service levels are strong can be useful.

 

    • Look to additional services to supplement your mystery shopping program: mystery shopping touches on the objective aspects of service. If you’re not using the more subjective tools, such as customer feedback or social media monitoring, you may be missing a piece of the puzzle. Another emerging tool is Quality Call Monitoring. This service allows for evaluation of actual customer service calls. The calls are evaluated using a report similar to a mystery shopping program and can be extremely useful in evaluating “real life” situations.

 

Customer service expectations have grown significantly in the last two years; ensuring that you have the tools in place to monitor, measure, and evaluate your company’s performance is vital. With a new year on its way, it’s a great time to re-evaluate and enhance your company’s customer experience measurement programs.

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