The best way to test the mettle of your company's services versus the competition is to mystery shop them. Only a third party supplier can deliver the brutally objective feedback that service companies need to remain competitive. Internal mystery shopping is too often vulnerable to manipulation and corporate politics. Latin Americans demand excellent service, and when they don't receive it, they quietly take their business elsewhere. Mystery shopping, combined with customer satisfaction studies, helps companies avoid such a fate. When benchmarked against competitor service providers, mystery shopping helps companies adopt the best practices of others.
Mystery shopping is also an invaluable tool of competitive intelligence, particularly for B2B business models. Understanding how competitors sell a product or service, how they choose to position their offering and the negotiating leeway that they delegate to their salesmen are all invaluable intelligence best researched through mystery shopping.
Relevant Case Studies
- Making an Impressive Debut – Financial Services
- But What Does It Really Cost? - Logistics
- Enforcing Pricing Policies – Automotive
- Mortgages for the Affluent - Financial Services
- Can I Compete in a Shrinking Market? – Industrial