Services play an important role in the economies of the countries and companies. For this reason, it is important to measure customer satisfaction with service. High level of customer service is obligatory in order to maintain customer loyalty. Poor customer service is one of the main causes of losing clients.
Customer service satisfaction survey is one method to measure if a company reaches its customers' expectations. Another method that has recently become more popular, is mystery shopping. Mystery shopping experience is in a rapid growth. Currently, it has become a worldwide industry to measure the customer loyalty.
Mystery shopping is defined as “The use of individuals trained to experience and measure any customer service process, by acting as potential customers and in some way reporting back on their experiences in a detailed and objective way”. Mystery shopping is used by wide range of companies such as; restaurants, hotels, shopping shops, fashion shops,……etc. in order to achieve three purposes: to identify failings and weak points in service delivery, to develop and motivate service staff through training and reward mechanisms, to benchmark the customer service of a company with its competitors.
TÜV NORD Egypt can provide mystery shopper services to its customers through a very high experience individual in each industry and to report to their customers the real experience we faced.