WHY MYSTERY SHOPPING

The leading cause for dissatisfaction among customers is usually poor customer service.

Today, with increased competition, customers have the ability to look to other companies when they are not satisfied.

Each year, huge amounts of money are spent on advertising to attract new customers, yet it is consistent good customer service that keeps them coming back.

For every one customer complaint you receive, there are many others you never heard about, but others did. Word of mouth!

We at ITQAAN Consultants offer Mystery Shopping services for businesses to assess and improve upon customer service and quality. Working closely with its clients in the retail, hospitality, service, and banking industries, ITQAAN Consultants create customized mystery shopping programs to deliver information in a style and layout that is immediately helpful.

IMMEDIATE BENEFITS OF MYSTERY SHOPPING

Motivates employees to provide excellent customer service at all times with all customers! Employees never know which customer will be the mystery shopper, so each customer will benefit from the good service provided.

Provides feedback - Specifically designed to coach employees for improved performance to meet your standards.

Ensures objective and authentic analysis of your business and employee performance.

Identification - Provides information to reward areas that exceed quality standards and identify where improvement may be needed.

Reduces temptation of employee pilfering.

Company Consistency - Every employee and location in your company will be evaluated using the same standards.

Incentives and Competition - Consistent analysis provides a basis for a standardized bonus system or discretionary incentives.

Increases word of mouth referrals, which in turn decreases the need for advertising.

The information you receive from ITQAAN helps you identify the high achievers on your staff and, on the contrary, your employees that could use improvement!