A common myth surrounding Mystery Shopping is that it is only useful for some industries like Retail, F&B, Banking, etc. and can be used only to keep an eye on Customer Service standards. But the real impact of Mystery Shopping can be much more diverse and far-reaching.
Brands, especially customer-facing ones in the industries of Retail, F&B, Automotive, Banking and Services, have training and development programs designed to deliver on their Customer Experience promise. Depending on the industry and audience demographics, we have known these training programs to answer specific customer scenarios and use cases. It is an excellent starting point for front line staff to consistently deliver satisfactory Customer Experiences. The question that remains - how can brands track whether these brand-specific protocols are really being followed in their outlets and customer touch points or not? This is where Mystery shopping comes into play.