Why do you need a secret shopping program?

I was in a webinar yesterday with the MSPA (Mystery Shopping Providers Association), to which we are a member. It provided an interesting view on why your business could improve your brand and the bottom line. Basically, David (President of the MSPA) said that first you need to identify areas your business needs to improve upon. This can usually be done with customer surveys, comment cards, etc. Then use the information gathered to set up your secret shopping program. Pick just a few items and work on those areas. Set up the secret shoppers to “shop” these specific areas. By improving a few areas at a time, your brand will increase and your bottom line will increase also. This is great advice to any of you out there in business land that do not have some kind of secret shopping or mystery shopping program set up.

We here at PhoneSmart currently specialize in secret shopping of self storage, apartment communities, senior living and senior care facilities. Once we have completed a shop, we evaluate the call and send the information back to the company. Hopefully, our customers are using the information provided by us to help their bottom line.