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SHADOW SHOPPER : Our Secret Shoppers Find Out The Real Customer Experience
Shadow Shopper: 46,000 Secret Shoppers across Australia
Promotions and advertising may bring in lots of new customers, but if they don't come back then your business won't thrive. It costs 10 times as much to get a new customer as it does to keep an existing one. That's an expensive way to run a business!
Why do customers not return to a business? Bad customer service is by far the biggest reason. Which is why you need a to see your business through the customers'eyes. The only way is to send in a secret shopper. We can help. Shadow Shopper has 46,000 right across Australia.
Happy Customers? Find Out With A Shadow Shopper Program
Whether your business is online or offline, selling a product or providing a service, when a customer leaves your business you want them to be leaving happy. And you want them to tell others, who will then try your business. Word of mouth recommendation is by far the most effective marketing you can do - and the cheapest!
But asking them if they are happy doesn't give you reliable results. Only a secret shopper can tell you what really goes on when you're not there.
Bad Customer Service? Only Secret Shoppers Can Find Out
What do unhappy customers do? They tell others, of course! Lots of others. At least 10, research has found. If they're really unhappy they can tell millions through the Internet. Facebook. Twitter. Review websites. Which can damage your business massively.
It's happened to some of the biggest businesses. That's the kind of marketing you can do without! Find out if your customer service is as good as you hope. A secret shopper reports what actually happens to customers when no-one is watching.
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Do Customer Satisfaction Surveys Work?Unfortunately, no. What customers say and what they think and do are quite different. They often say what they think you want to hear. How many times have you said everything was 'fine' while privately resolving never to go back? Trust in customer satisfaction surveys is misplaced. Only a Shadow Shopper program gives you information you can rely on. |
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What Do Your Customers Really Experience?Customer expectations are the basis of customer satisfaction. If they're met, then you have a happy customer who will come back. If not then, at best, they won't return. At worst they'll tell lots of others! We match our shadow shoppers with your customer profile, so that you get an a real customer with real customer expectations. You get real insight into what happens in your business. A secret shopper is the only way you can see through your customers' eyes.
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Secret Shopping, Mystery Shopping - What's The Difference?Shadow Shopping used to be called mystery shopping, and still is in the US. It's also called secret shopping. How it works: A typical customer interaction is mapped, then a certified shadow shopper visits your business 'script', interacts with your staff and buys your service or product. Within 24 hours, you'll get the secret shopper report about how customers are really treated when no-one is watching. |
Shadow Shopper : 1300 132 481
Are You Sure Your Staff Are Doing What They Should?
Do you know what happens when no one is watching?
We've all been in a business - a café, department store, hotel, airline, utility - where we've had appalling service and wondered whether the owner had any idea of what their staff were doing and how they were treating the customers.
How do you know that isn't happening in your business?
There's only one way to find out: send in a shadow shopper. That way you'll get an objective, unbiased and informative report on exactly what was going on and what happened.
Shadow Shopper: Who We Are
Shadow Shopper has been secret shopping
Australian businesses since 2004.
We cover all states in Australia and NZ
46,000+ certified, demographically profiled shoppers
Reports online within 1 business day
Fully customised programs for all businesses
Quick and easy setup, we do all the work!
You know your business. We know mystery shopping!