Designing a Better Mystery Shopping Program

Discover the seven steps you need to ensure a more successful mystery shopping program.

The author(s)

  • Nicholas Mercurio Senior Vice President, US, Mystery Shopping
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Mystery shopping helps alleviate an organization’s concerns about consistently delivering a superior customer experience, however we have found that this methodology is often misused or poorly designed.

When used effectively, mystery shopping research can be a powerful performance management tool that creates awareness around important standards or initiatives and drives organizational behavior change—all in the spirit of better serving the customer.

Today, the applications go beyond checking compliance at brick-and-mortar locations to also better understand sales recommendations and test across all customer journey channels, leveraging new technologies to enhance capabilities.

Download our latest paper featuring seven steps to help ensure you are designing a better mystery shopping program – thus empowered to drive improvements throughout your business.

The author(s)

  • Nicholas Mercurio Senior Vice President, US, Mystery Shopping

Customer Experience