Disguises alone won't set you on a path for improvement. Source: Unsplash/Ava Sol

Strategy
Aileen Day

Undercover boss: How to mystery shop your business to improve results

Authors
Aileen Day
Retail, Sales
5 minute Read

Mystery shopping has been around since the 1940s, first created to sniff out employees in the banking sector with sticky fingers. 

Since then it has evolved into understanding what it feels like to be a customer in your business. 

These insights help you to develop, test and deliver experiences worthy of customer loyalty, in turn deriving higher profits, better employee experiences and industry leading customer experiences. Research has demonstrated that poor customer service costs Australian businesses up to $8bn a year.

So how do you mystery shop your business? Size matters. The larger your organisation, the more resources you are going to need, but these three steps will get you started.

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