Mystery Shopping

Mystery Shopping

Blue Ocean Consulting provides a full range of Mystery shopping services to measure the quality of services, compliance with regulation, assessing employees’ competencies, facilities readiness, the electronic services reliability, the website effectiveness, handling phone calls, and responsiveness to complaints.

Mystery Shopping include the following areas:

  1. Employee competencies.
  2. Facilities.
  3. Services effectiveness and efficiency.
  4. Phone Calls
  5. Website and E-mail Interaction
  6. Complaints Responsiveness

What are the benefits of conducting Mystery Shopping?

  1. Monitored and measured service performance
  2. Improves customer retention
  3. Makes employees aware of what is important in serving customers
  4. Monitors facility conditions
  5. Ensures product/service delivery quality.
  6. Allows for competitive analyses between locations
  7. Identifies training needs and sales opportunities
  8. Ensures positive customer relationships on the front line.
  9. Enhances employees’ integrity and knowledge
  10. Effective responsiveness to customers’ complaints
  11. Enhance employees’ competencies in handling customers calls
  12. Ensure the reliability of electronic services and the website.
  13. Promote the level of the provided services to the customers with special needs.