The second question you should be asking is how many years of experience a firm has in the field of mystery shopping. As with most situations in life, experience counts for a lot. This is especially true when establishing a mystery shopping program for your organization. Here is how an experienced firm contributes to the success of your program:

• Guidance- An experienced mystery shopping firm can help you navigate through, what can be, complicated and sensitive issues in the launch of your mystery shopping program. Their recommendations for shopper volumes, frequency, form design, reports, internal administration, and staff notification will be critical as you establish any type of service evaluation endeavor.
• Recommendations- As your mystery shopping program gets underway, an experienced vendor will be able to make recommendations for how to use the information that will be collected in this process.
• Analysis – With experience comes the keen ability to spot market trends and areas of opportunity that you may not be capitalizing on that will add significantly to your bottom line.

On a final note, Market Viewpoint, LLC has been successfully helping clients see their operations through the customers’ eyes for the last 14 years. We’d be delighted to help you too!

Experience counts and remember…the customer is always watching!