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