Experiencia Cliente

Implementing the Mystery Shopper Internally

You might already be familiar with the concept of Mystery Shoppers. However, have you heard about Internal Mystery Shoppers?

In the ongoing quest for companies to seek innovative methods to capture the essence of their customers’ journey and improve it, one new approach is the internal implementation of ‘Mystery Shoppers’ – a strategy traditionally used to objectively assess customer service, product quality, and the overall environment of retail outlets and service providers.

The concept is straightforward yet somehow different from the traditional mystery shopper. Employees from various departments of a company take on the role of customers, utilizing their own company’s services to gain firsthand experience. This approach serves a dual purpose. Firstly, it provides employees with a unique opportunity to view their products and services through the lens of a customer, an experience that is radically different from their usual perspective within the company. Such role reversal is instrumental in fostering a deeper understanding of the customer journey, highlighting both strengths and potential areas for improvement.

Secondly, when employees from diverse departments participate in this exercise, it ensures a variety of viewpoints, contributing to a more comprehensive understanding of the customer experience. An engineer might focus on the technical aspects of a product, while someone from marketing might pay more attention to branding and presentation. This mix of perspectives can lead to a well-rounded analysis of the customer experience, revealing insights that might otherwise remain hidden.

The benefits of this strategy extend beyond mere feedback collection. It actively engages employees in the company’s continuous improvement process, making them feel more connected to and responsible for the customer experience. This inclusive approach not only enhances employee engagement but also fosters a culture of customer-centricity across the organization.

Furthermore, internal mystery shopping can be a cost-effective method for continuous evaluation and improvement. Unlike external mystery shoppers, employees do not require additional compensation for their insights, and their feedback can be more easily integrated into existing improvement processes. But it is not only beneficial from the cost point of view, internal mystery shoppers will provide you with a more comprehensive view than that of an external mystery shopper.

The implementation of ‘Mystery Shoppers’ internally is a creative and effective strategy for businesses seeking to obtain a fresh perspective on their customer experience. It empowers employees to contribute to the company’s success in a unique way, while simultaneously fostering a culture of empathy and customer-centricity.

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