With literally hundreds of providers eager to help you implement a mystery shopping program, knowing where to begin and what to look for can feel like a mystery in itself. Fortunately, finding the provider that’s right for your and your business comes down to answering five essential questions.
1. What’s Their Track Record?
The increasing recognition that mystery shopping programs can be used as an indispensable tool for increasing revenue and improving service has recently generated a proliferation of fly-by-night providers. And, while many of these providers assuredly offer quality services, researching the history of your potential mystery shopping provider is vital.
To get a read on any potential provider’s track record, here’s what you should consider asking:
Where has the provider been doing business, and for how long? Look for a provider with proof of a six month track record, minimum (obviously, the longer the better!).
Can you contact satisfied customers for a recommendation? In the customer service world where the “customer is king,” be suspicious of any provider who can’t offer such a list.
What qualitative and quantitative data gathering and analysis measures does the provider use? If they can’t clearly outline such measures in the abstract, can they really do it with your actual data?
What they will offer you and how much it will cost? More importantly, how do their rates and services compare with at least one other provider?