Most managers believe they know how their employees interact with customers. But when we conduct mystery shopping, we discover that reality is often far from expectations.
📉 The gap between perception and reality
According to a global study conducted by IDC for Emplifi (2022), as many as 87% of companies believe they provide a great customer experience (CX) – while only 11% of customers agree.
This 76% gap isn’t just a number – it’s a signal that most companies aren’t seeing what customers are truly experiencing . So, this is the situation in other markets as well, not just here.
However, in our practice, this gap is confirmed again and again. Companies often invest in training, procedures, and technology, but without objective metrics of results – they don’t know if it all really works in everyday interactions with customers.
🕵️♂️ Mystery shopping as a mirror of reality
Mystery shopping is not a tool for punishing and stalking employees – it is a mirror of reality .
Through carefully designed scenarios, our associates convey the details and description of the user experience: from greeting at the entrance, through communication, to the completion of the purchase and after-sales (if any).
📌 Example from our practice: a catering chain with over 100 facilities
One hospitality client believed it had a high level of customer experience (CX) because all managers regularly reported “positive customer impressions.”
After conducting research in the top 40 facilities, it was discovered:
- Only 18% of the facilities offered an existing promotion or at least an additional product.
- In 5 % of cases , employees referred the consumer to a new technology solution that cost millions.
- The basic service level was at 59% of the lowest expected.
After implementing the recommendations from our report, the client increased all parameters within 6 months, and maintained and increased quality within 12 months. After a year, the level of basic service has been surpassed to standard and now stands at over 78%.
💡 Conclusion
If you’re not sure what CX looks like in your facilities – it’s probably worse than you think .
Mystery shopping doesn’t just show you mistakes – it gives you a roadmap to a better experience, greater loyalty, and revenue growth .
Schedule a free consultation and find out how customers truly perceive your brand.
📩 Contact us
📊 Learn more about how to implement mystery shopping