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Going Beyond Traditional Mystery Shopping to Understand the Customer Experience

Going Beyond Traditional Mystery Shopping to Understand the Customer Experience

Premise Data
Published by: Research Desk Released: Feb 05, 2021

COVID-19 has impacted economic function. Whether the impact is temporary or permanent is largely unknown.

Consumer spending, sentiment and purchase patterns have been vastly altered since lockdowns began, leaving business decision makers without answers to key questions like:

  • How is our target market segmentation making purchases now and how will this impact their future

purchase behavior?

  • How do consumers perceive our products and our competitor’s products in the midst of an essentials only


  • Is customer service up to par despite social distancing and mask requirements?

Key Benefits of a Mystery Shopping Program

Unbiased Data

Mystery shoppers provide unbiased and extremely useful quantitative and qualitative feedback on their customer experience from start to finish that can help businesses determine how actual customers would proceed through the

customer journey.

Actionable Insights

Data acquired from mystery shoppers is compiled, sorted into patterns, and analyzed to provide actionable insights for businesses. These insights allow businesses to develop a strategic course of action to optimize operations and

improve the customer journey.

Solving Problems and Rewarding Efficiencies

A mystery shopping program can uncover lapses in the customer experience that contribute to lost revenue, customer dissatisfaction and reduced market share and subsequently solve these problems through customer feedback or competitive data.