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Consumer trends over the past few years have been volatile, to say the least. As concerns shifted away from health and safety, we saw traditional...
Keeping experiences consistent, both in-person and online has never been more important. Over the past year, we’ve seen a significant acceleration in the adoption of e-commerce and other methods for interacting virtually with businesses. Now is the time for your virtual mystery shopping programs to shine! Mystery shoppers have never been better-equipped to stress test and measure digital properties from the safety of their homes, as well as the quality of virtual services rendered.
If you’d like to learn more about recent changes in consumer habits, download our study.
So, what is mystery shopping?
Mystery shopping, whether conducted virtually or in-person, is a form of data collection and market research used to help brands covertly measure customer service at various touch points along the customer journey. It can also be used to analyze regulatory compliance, operational standards, or to gather competitive intelligence.
Mystery shopping provides helpful insight into areas for improvement or opportunities for better alignment with brand standards. Through thoughtful design and targeted questionnaires, shoppers can assess the level of effort required to complete a task – or the overall friendliness, timeliness, or knowledge of the staff. To discover how mystery shopping can have a big impact on your business, read our blog on How Mystery Shopping Delivers Real Change.
Are you thinking about launching a virtual mystery shopping program in 2022? You’ve come to the right place. By leveraging our list of Do’s and Don’ts you will be well on your way to designing a high-impact program in no time.
To discover more tips and tricks for in-person mystery shopping, see here.
With the help of virtual mystery shopping programs, businesses can continue to ensure that their digital properties, call centers, and staff deliver frictionless experiences that meet brand standards. Our team of experts support businesses through the design and implementation of mystery shopping questionnaires that align with their key objectives. Obtain clear and actionable insights that help you achieve your business goals, and start taking the high-value actions that earn customers for life.
If you’d like to learn more about virtual mystery shopping programs, please contact: letschat@intouchinsight.com or visit our website.
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