Retailers sometimes consider mystery shopping an outdated and useless practice. However, top retailers know that this practice is vital for improving customer service performance in stores. A mystery shopper is paid by a business to visit a location and act like an ordinary customer. He or she then reports back to the retailer about the experience. In this report, shoppers include specifics on what went right and wrong during the visit.
Thanks to these shoppers, a business can improve its practices on a regular basis. Weak points of customer interactions are identified and then targeted for changes. A retailer that makes the right changes in response to a mystery customer benefits the most here. In the end, no retailer should assume that this practice can’t help itself in some manner. Customer service performance matters in building customer loyalty after all.