Email mystery shopping
Increasingly customers are using the Internet to search for information and are choosing to make contact with businesses via email.
Understanding how easily your customers are able to access your website and their experience when making an email enquiry is vital to business success. Our mystery shoppers can provide feedback on how easy your site is to navigate, as well as how quickly their enquiries receive a response from your company.
From a short email your team need to be able to assess the needs and expectations of your customers and respond in an appropriate manner. Mystery shopping will enable you to check that those responses positively reflect your brand.
So what do we do?
- Our mystery shoppers will become your customers.
- An email enquiry will be assessed against agreed criteria with the individual scorecard quickly made available to facilitate prompt and constructive feedback.
- Further analysis and written reports highlight areas of success and those that might require further development.
So what do we focus on?
- Speed of response
- Style and tone of the response mirror that of the enquiry.
- Have all questions been addressed.
- Positive reflection of the brand.