What’s the point of a mystery shop?

Mar 12, 2020

What’s the point of a mystery shop?

Most mystery shop programmes involve posing as a real customer while assessing the customer service levels provided by a dealership, independent garage or recovery operator.

Mystery shops help organisations monitor their processes to make sure that they are maximising their opportunities when it comes to sales, aftersales and customer retention.

They can highlight what is going well and also highlight clear opportunities for improvement.

Typically, mystery shops cover the entire customer journey ranging from initial telephone enquiry to close of sale and reflect on the way that the staff, the dealership and even the brand are perceived by the customer and the effect of this on the performance of the business.

Meaningful engagement with mystery shop programmes can improve lead conversions and increase customer spend. At Caltec we have the experience and knowledge to help you get the best results.

Caltec Calibration provides a range of calibration and inspection services for onsite tools and equipment for over 3,000 customers in the UK