Mystery Shopping Programs

Mystery Shopping is an effective method of measuring your ACTUAL customer experience against organizational standards and procedures. Key uses and benefits include:

• Monitoring adherence to company standards and procedures
• Reinforcing training and desired behaviors
• Coaching employees to increase sales, profits and customer loyalty
• Better understanding the gap between your brand promise and the actual customer experience
• Quantifying lost opportunities

Mystery Shopping involves SQM Representatives acting as customers and guests, and placing unannounced visits and/or calls to your business. SQM works with your organization to customize a program that focuses on the distinct standards and characteristics that define your business. Scheduled evaluations are then conducted to ascertain whether the standards and criteria developed by your company are in place and being followed.

Using SQM's sophisticated profiling tools, you can select Mystery Shoppers with specific demographics, backgrounds, and levels of experience that match the profiles of your customers. Our award winning Shopper Training & Education Program (STEP) provides ongoing training and development for SQM Representatives. This specialized training results in qualified feedback with valuable insight.

Contact SQM to learn more about implementing your customized program.

NOTE: In order to read and print PDF files, you need a copy of the free software, Adobe Acrobat Reader. If you don't have it you can download it here.