Is a type of market research that uses a secret shopper to act as a true customer to evaluate the customer experience in-person, over the phone, or online.
*Increase Efficiency *Helps you to get feedback from the customer’s perspective *Gives you feedback about staff performance *Monitors facility conditions as perceived by the customer *Tests the functionality of internal procedures *Serves as a motivational tool for your employees *Makes your employees aware of what is important in serving customers *Benchmark competitors *Identifying training needs *Improved Customer Retention