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Mystery shopper hits streets
A MYSTERY shopping business has been launched in the Island to help retailers improve their service to the public.
Claire Boscq-Scott, who launched 4 Star Services in Jersey and then Guernsey last year, has now appointed a team of mystery shoppers in the Island.
She explained: 'Mystery shopping is the practice of using trained, experienced mystery shoppers to anonymously evaluate customer service, operations, merchandising, product quality and other elements of the consumer's experience.
'They receive specific briefings and instructions outlining the criteria of each evaluation, and act objectively providing a snapshot of the consumer experience.'
She said mystery shopping was ideal for any business that deals directly with its clients, such as shops, hotels, restaurants, theatres, property management companies and car dealers.
She said: 'In order for your businesses to be successful and generate year upon year growth, it must maintain high levels of customer satisfaction.
'Any organisation can better serve its customers if it understands their current customer experience and whether its product or service is being sold or represented as intended.
'Objectively measuring service is essential because studies have found that only 5 per cent of unhappy customers will register a complaint, whilst the other 95 simply stop returning to the business after a negative experience.
'Mystery shopping is the key to keep companies informed and can identify improvements or any necessary changes required for a more positive customer experience.'
In addition, she said it could be used to evaluate the service levels of competitors.
For more information go to:
www.cbs4starservices.com
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Weather for Isle of Man
Saturday 04 February 2012
Today
Heavy rain
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