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.<\/p>\n
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)<\/strong> \u2013 while only 11% of customers<\/strong> agree. 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 \u2013 they don’t know if it all really works in everyday interactions with customers.<\/p>\n Mystery shopping is not a tool for punishing and stalking employees \u2013 it is a mirror of reality<\/strong> . One hospitality client believed it had a high level of customer experience (CX) because all managers regularly reported \u201cpositive customer impressions.\u201d 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%.<\/p>\n If you’re not sure what CX looks like in your facilities \u2013 it’s probably worse than you think<\/strong> . Schedule a free consultation<\/strong> and find out how customers truly perceive your brand.<\/p>\n \ud83d\udce9 Contact us<\/a> 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. \ud83d\udcc9 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<\/p>\n","protected":false},"author":6,"featured_media":11068,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[211],"tags":[],"class_list":["post-13181","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-market-news-intelligence"],"_links":{"self":[{"href":"https:\/\/intelligence.rs\/en\/wp-json\/wp\/v2\/posts\/13181","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/intelligence.rs\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/intelligence.rs\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/intelligence.rs\/en\/wp-json\/wp\/v2\/users\/6"}],"replies":[{"embeddable":true,"href":"https:\/\/intelligence.rs\/en\/wp-json\/wp\/v2\/comments?post=13181"}],"version-history":[{"count":1,"href":"https:\/\/intelligence.rs\/en\/wp-json\/wp\/v2\/posts\/13181\/revisions"}],"predecessor-version":[{"id":13207,"href":"https:\/\/intelligence.rs\/en\/wp-json\/wp\/v2\/posts\/13181\/revisions\/13207"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/intelligence.rs\/en\/wp-json\/wp\/v2\/media\/11068"}],"wp:attachment":[{"href":"https:\/\/intelligence.rs\/en\/wp-json\/wp\/v2\/media?parent=13181"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/intelligence.rs\/en\/wp-json\/wp\/v2\/categories?post=13181"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/intelligence.rs\/en\/wp-json\/wp\/v2\/tags?post=13181"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
\nThis 76%<\/strong> gap isn\u2019t just a number \u2013 it\u2019s a signal that most companies aren\u2019t seeing what customers are truly experiencing<\/strong> . So, this is the situation in other markets as well, not just here.<\/p>\n
\n\ud83d\udd75\ufe0f\u200d\u2642\ufe0f Mystery shopping as a mirror of reality<\/strong><\/h3>\n
\nThrough 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).<\/p>\n
\n\ud83d\udccc Example from our practice: a catering chain with over 100 facilities<\/strong><\/h3>\n
\nAfter conducting research in the top 40 facilities, it was discovered:<\/p>\n\n
\n\ud83d\udca1 Conclusion<\/h3>\n
\nMystery shopping doesn’t just show you mistakes \u2013 it gives you a roadmap to a better experience, greater loyalty, and revenue growth<\/strong> .<\/p>\n
\n
\n \ud83d\udcca Learn more about how to implement mystery shopping<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"