Mystery Shopping is an integral part of Customer Experience. It is a process where mystery shoppers or mystery auditors visit retail outfits, such as banks, stores, etc., posing as customers and try to understand the consumer sentiment about particular products, brands, organizations, banks, etc.
Mystery Shopping auditors drive an emotional as well as intelligent connect with real consumers to gather meaningful information that helps an organization or a brand to improve the Customer Experience. A higher connect with consumers is a must have in today’s dynamic market.
Customer Experience has to be more proactive and Mystery Shopping is a means to achieve this business objective. Mystery Shopping plays a very important role in taking the Customer Experience and customer delight to the next level.
- Sandeep Arora
EVP & Global Head – Customer Management & Consulting, Datamatics
- Zaheer Ghani
Vice President & Director Membership, MSPA Asia Pacific