As online shopping becomes more popular, a seamless multi-channel customer journey becomes ever more important. Tiptop’s O2O mystery shopping audit covers all channels, including in-store, online and telephone hotline interactions, so you can get a holistic picture of how customers really feel in their entire shopping experience.
Tiptop mystery shopper audits provide insights on:
Customers not satisfied but don’t know why?
Mystery Shopping helps you pinpoint the pain points of your customers, reducing complaints and negative comments online
Inconsistency in service delivery?
Mystery Shopping helps you measure service delivery, check consistency, and identify room for improvement for your brand
Not seeing the “real” service when you visit your stores?
Mystery Shopping provides an objective view on service delivery and helps reveal blind spots
Difficult to find training focus and needs?
Findings from Mystery Shopping helps you gather service cases and identify opportunities for growth and development
Don’t know which store has good service, or why?
Findings from Mystery Shopping tell you which staff should be recognized for their efforts in engaging customers.
Store managers lost their grasp in service quality?
Regular mystery shopping reveals to store managers their strengths and limitations in service, and areas they should do better next time
Why Tiptop?
Regular pool of Mystery Shoppers with diverse background
Mandatory Shopper Training where shoppers are equipped with skills on carrying out audits and observing all service checkpoints that count
Rigorous Quality Control mechanism that ensures every checkpoint is covered with accuracy
