Mystery Shopping tells a true story about your customer service
With Mystery Shopping it is possible to measure in the moment to find out exactly what happened. By measuring in the moment with mystery shoppers, we can gain much more and deeper insights into customer experiences. Not only things that are important for the customer, but also strategically important for your organization.
The Customer Journey is nothing more than a Customer's Journey 'towards and through an organization'. How customers experience this journey depends on many factors. Because as simple as it sounds, it is so difficult in practice to find out how a customer actually experiences his of her Customer Journey and which moments influence the experience. A proven effective method for this is the use of Mystery Shopping Research.