Mystery Shop

SATISFYD’s Mystery Shop program evaluates the consistency of the customer experience across multiple locations to provide both a baseline of current day-to-day performance and actionable location-specific feedback for employee training.

Using anonymous industry-experienced shoppers, Mystery Shop benchmarks real-life experiences at your location against best-in-class standards, and pinpoints areas for improvement.

SATISFYD’S approach delivers better accuracy because it automatically combines the multiple streams of customer and employee insights that drive effective goal setting and organizational improvement. Our continuous measurement process drives consistent delivery.

By aligning your organization with clearly defined practices, Mystery Shop is an invaluable tool for elevating and sustaining the ultimate customer experience.

Program Design

Mystery Shoppers call or visit your locations and report their experiences. We then evaluate each location against a specific checklist of key areas.

Setup
Select the participating locations and determine the number of mystery shops per location per month.
Execution
Shops are conducted during normal business hours. Onsite shops cover look & feel as well as business process assessment, while phone shops focus on business process.
Reports
Results of the completed mystery shops are available within 5 business days. SATISFYD will work with you to define action steps for organizational improvement based on your results.

Actual Feedback from a Mystery Shop:

Mystery Shop Feedback:

I told the salesman I needed a lawn tractor for a one acre property. He suggested a couple models, but he did not ask further questions to determine my needs. He did not mention warranties, service or maintenance agreements. He also did not offer any additional accessories or offer a test drive. My experience would have been improved if he would have asked what other uses I might be needing the tractor for besides mowing. Also, maintenance and warranty information would have been good to know.

Mystery Shop Feedback:

The salesperson called from somewhere else in the building to assist me. He did not spend much time to assess my needs and showed little genuine interested in making the sale. I almost felt rushed. After showing me the two different series, he offered to give me a brochure on their products. There was a business card attached to the brochure. However, due to his not introducing himself, I did not know if it was his business card. Overall, I felt dismissed by the way the interaction ended.

Primary Goals

Collect unbiased performance assessment

Our proven process gives dealers a consistent assessment of performance that is not biased by customer perception.

Support dealer goals

Organizations have defined business processes and strategic goals for improvement. Mystery Shopping is an effective way to assess progress and conduct mid-course corrections.

Confirm best practice alignment

Organizations will be able to measure themselves against a standard as mystery shop questions are designed for using SATISFYD Best Practice Assessment tool.

Uncover improvement opportunities

Mystery shops can reveal areas in your business where sales and service gaps can be improved.

Provide action planning input

The knowledge gained can support location improvement strategies that improve long term growth opportunity.

Mystery Shop

Program Design

Actual Feedback from a Mystery Shop:

Primary Goals

Interested in learning more? Get in touch with one of our Customer Success team members.