General Info:
Mystery shopping is an evaluation of the shopping / buying experience provided by trained shoppers who know in advance the objectives they intend to evaluate. At ACS, our mystery shoppers visit or call businesses posing as ordinary customers and provide detailed evaluations of their experience using comprehensive written reports or questionnaires. Mystery shopping provides companies with a means of monitoring service from the consumers' perspective. It gives management the ability to be the proverbial "fly on the wall." Mystery shopping is used in a wide variety of industries such as retail, manufacturing, hospitality (hotels, restaurants, resorts), property management, multi-family housing, banking/financial, petroleum, entertainment, travel, utilities, business-to-business, even medical. For companies in competitive industries where product pricing and assortment are no longer unique selling propositions, customer service is often the key to success or failure. Consider the following as to why customers leave: 69% leave because of poor service. One unhappy customer will tell an average of 10 other people about their bad experience with service. These people may tell 10 others, and so on. 13% will not be totally satisfied with the actual product or service rendered. 9% will leave and go to your competitor in an effort to "shop around." 5% have friends that steer them away from your company. 3% relocate to another area and it becomes impractical to continue to patronize your business, even if they were happy with the customer service. 1% are simply lost due to things that cannot be avoided. Picture it like this: It cost 5-10 times more in advertising and marketing expenses to find just one new customer than it costs to keep just one existing customer. Experts agree that there should be a shift in sole-focus from new customer acquisition to more customer retention efforts. ACS is your one-stop solution!