One of the keys to success and therefore survival of any company is the full satisfaction of its consumers. Satisfaction and loyalty are synonyms of progress.
The quality perceived by the target customer of the services offered is often far from the company's vision of its services. This dysfunction of realities often leads to the loss of clients and facilitates the incorporation of new competitors into the market, always on the lookout for opportunities.
What steps, in our opinion, should a company undertake to have controlled the quality of its services and products?
In the first place, all the determining factors of the product or service should be defined.
Analyze the pertinent controls so that these circumstances are a norm and not a mere coincidence.
Salesman training, periodic check-ups, customer surveys, etc.
The mission of a mystery shopping service is none other than to periodically check that the customer receives the product or service in conditions identical to those defined by the company permanently and that there are no dysfunctions in that perception.
Also, a good mystery shopping service must detect possible areas for improvement and, therefore, the evolution of the service or product in the future.
Only with constant measurement and a desire for permanent improvement can companies achieve quality leadership and build customer loyalty.
The involvement and professionalism of the companies that provide these services must be constant.
Often the preparation, the training of the mysterious buyers and the final results leave much to be desired due to lack of planning or lack of budgets.
Companies are often more concerned with quantity than quality. Our mission is none other than to advise, both in methodology and frequency, and to assess the quality perceived by the end customer.
Being the voice of the customer, often hidden by other types of interests, and not the voice of what companies sometimes want to hear.
The training, the preparation and the working method must be a constant, rather than an obsession most of the time little founded, by the amount of controls.
From here we encourage all companies to start a real battle for quality rather than quantity.
We are sure that your customers will appreciate it
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