Mystery Shopping | Global Assurance Solutions

98% of your customers who
leave you do so without complaint and typically tell 10 others about their dissatisfaction. 68% of customers leave because of poor staff attitudes & behaviour There is a 27% gap (on an average) between the service that managers feel they are delivering and the service level perceived by the customer.

Mystery Shopping denotes a method that is mainly used to establish and measure the quality of service provider and service. Data is always obtained directly at the customer interface. Mystery shopping allows you to take an unbiased look at the customer experience through a third party impartial survey.

In today’s world of cut throat competition you need to continually evaluate business processes and your customer interface. It is especially vital to know how your customers are being treated and ensuring a wow “moment of truth”.

At GAS we can provide these services through various methodologies such as call-centre, retail sale or even field work. Trained test shoppers act as “normal” customers and check actual service delivery against previously defined and mutually agreed upon test criteria. Everyday situations, such as sales pitch and service talks are evaluated professionally with the help of a catalogue of criterias. Through the catalogue, an assessment that is as objective as possible can be achieved and personal preferences are disregarded.