Evaluating Brand Effectiveness and Increasing Sales through Mystery Shopping

Every business wants to see its customers coming back, which would remain a distant dream if a customer is dissatisfied with the brand. A customer would be delighted only if he or she receives the kind of service that goes beyond their expectations. Because most customers keep mum about their dissatisfaction, it becomes hard for a business to understand what exactly they want to say or what exactly they opine about a product or service offering. This can greatly hamper the overall brand competence as customers would disseminate the information on inadequate services of the former to their friends and family. The fact is that if a brand is good and meets the expectations of the customers, then people would hardly speak about its goodness, but if the brand is not up to the mark according to the customers, then most of them would promulgate its negative aspects to other people.

The main factors responsible for customer dissatisfaction are poor customer service and low quality of the products.

In order to draw the attention of new customers while retaining the existing ones, a business needs to understand the current trends and focus on finding out what exactly customers expect or want from a product. This analysis can be done by applying the invincible market research method of Mystery Shopping or Secret Shopping. It is invincible because it serves the purposes of effective performance check, brand competence evaluation and customer satisfaction survey – all in one shot!

Mystery shopper can help increase product sales by helping companies discover the hidden flaws as well as the unattended issues. Mystery shopping assignments require the secret shoppers to disguise as regular customers and carefully observe the store and product conditions, and the service offered by the frontline staff and the assistants. In the course of an assignment, mystery shoppers can also interact with other customers and find out whether they are satisfied or dissatisfied with the brand. Not only this, they can also help companies recognize and reward some of the most outstanding performances thereby motivating the other employees to perform better. To top it all, it is a great part-time income option.