One of the best ways to find out if you are providing the expected service levels to your clients is by having ghost or mystery shoppers go through a number of ‘real life tests’ to check if certain processes are handled as expected by the company management. A mystery shopper poses as a regular customer and visits an establishment (restaurant, hotel, store, etc.) or calls a service center for the purpose of evaluating the customer service, product quality, presentation, and other specific details as requested by the client and Catglobe consultants. They are given specific instructions to follow when visiting, and they must file a written report after leaving the establishment.
The result of ghost shopping will be a number of evaluations on key performance indicators that the company can act upon, change processes, make goals, and hopefully later check that processes which earlier failed, have now improved!
Catglobe offers to define both the indicators, check lists and reports that will decide the processes to be carried out. We will send out our mystery shoppers to locations to be tested and eventually send a full report to the client.