Blog Detail
The Science of Customer Feedback
http://www.shoppingscience.com.au/wordpress/
The Shopping Science Blog explores the use of mystery shopping and customer satisfaction surveys to improve operational effectiveness in sales and customer service.
- Author: Peter Rogers
- Listed in: Marketing Sales
- Tags: Marketing Public Relations mystery shopping customer feedback sales skills customer service skills
Recent Posts
How to Get Good Results from Mystery Shopping: The One Thing That’s Missing from Most Mystery Shopping Programmes.
Stakeholder Buy-In! Without it your mystery shopping programme will go nowhere. If you are contemplating mystery shopping be certain to consult all stakeholders – most particularly front-line staff. No desk-bound manager really knows the difficult...
Mystery Shopping: How to get good results. Do Rewards Programs Work?
Should your mystery shopping program include rewards for good scores? Everyone responds to rewards – right? But is there actual proof that rewards actually work? We would do well to turn to a recognised authority for an answer. “Ultimate Rewards,...
What Kind of Feedback: Mystery Shopping or Customer Satisfaction Survey?
There are two basic kinds of feedback: operational feedback and satisfaction/loyalty feedback. For operational feedback use mystery shopping. For satisfaction or loyalty feedback use customer surveys. The question is not which one to use because th...
Four Guidelines for Effective Mystery Shopping
For employees Your employers have the right to use mystery shopping to to enhance and protect their brand. For Owners and Managers If front-line staff “fail” a mystery shop, it is your failure. Who selected and/or trained them? For Mystery Shopp...
Is “Self-Service” Better than “Customer Service?”
Helen Bakewell (www.directional.com.au) has posted a comment asking about self-service checkouts in supermarkets. This was in response to a recent post about how RedRoomDVD’s vending machines eliminate the need for customer service. Having no c...
Confessions of a Mystery Shopper. How Video Stores can Beat the Video Vending Machine
Mystery shopping companies have for years argued that “better” customer service is often the key to success or failure. This is particularly true, it’s claimed, when the product, the location and/or price are no longer unique. In other word...
