Mystery Shopping Companies in Australia
Mystery Shopping can be a powerful way to both examine your own performance from an independent external perspective as well as allowing you to take a peek into how your competitors are performing.
With customer experience now becoming the dominant focus for most companies due to its intrinsic link to profitability, implementing a Mystery Shopping program into your business can be an important weapon in your overall Voice of the Customer strategy.
Common Mystery Shopping Metrics
Whilst Mystery Shopping can be applied to multiple customer channels, the majority of mystery shopping companies in Australia provide services for Contact Centres, Retail and Digital.
As you would expect, there are literally hundreds of metrics that can be assessed across all customer channels, with some of the common mystery shopping metrics, including:
- Customer wait time (either on the phone or in-store)
- Longest wait
- First Contact Resolution
- Store Appearance
- Website Load time
- Accuracy of information
- Quality of the interaction with the employee
- Lots more!
However, executing your own Mystery Shopping program is not easy, which is why engaging an organisation that specialises in Mystery Shopping services in Australia is an important first step.
In addition to providing insight into your performance, Mystery Shopping companies can also provide you with customer benchmarking data against your competitors in the same industry or other industries.
The suppliers below all have experience helping you design and implement the right Mystery Shopping program that will enable you to make informed business decisions using accurate, reliable, and independent data.
Learn more about Call Centre Mystery Shopping >
Search Mystery Shopping Companies in Australia
Reach out directly to the mystery shopping companies below or use the search filter to view suppliers of other customer insights services.
