70% af medarbejderne præsterer bedre, når de ved, at deres præstation bliver målt.(Kilde: Gallup) 80% af kunderne siger, at personalets viden og venlighed er afgørende for deres tilfredshed.(Kilde: Qualtrics) Mystery shopping evaluerer disse nøgleområder og giver handlingsorienteret feedback.
Loyale kunder bruger i gennemsnit 67% mere end nye kunder.(Kilde: Edelman Trust Barometer) 89% af kunderne skifter til en konkurrent efter én dårlig oplevelse.(Kilde: PwC)
85% af virksomhederne mener, at mystery shopping giver værdifuld indsigt i deres kunders oplevelse.(Kilde: Mystery Shopping Professionals Association – MSPA) Data-drevne virksomheder er 23 gange mere tilbøjelige til at erhverve nye kunder.(Kilde: McKinsey)
75% af forbrugerne mener, at deres oplevelse er vigtigere end prisen, når de vælger mellem virksomheder.(Kilde: Salesforce) 52% af detailbutikker bruger mystery shopping som en del af deres strategi til at forbedre kundeservice og produktpræsentation.(Kilde: MSPA) Dette viser, at mystery shopping er en etableret og effektiv metode.
Detailhandel: 33% af kunderne forlader en butik, hvis de ikke kan få hjælp fra personalet. (Kilde: TimeTrade)Restaurant og fastfood: 60% af kunder vælger restauranter baseret på anmeldelser om servicekvalitet. (Kilde: Deloitte)Telekom og finans: 45% af kunderne skifter leverandør efter én dårlig kundeoplevelse. (Kilde: PwC)
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Mystery shopping kan føre til en stigning i kundetilfredsheden med 15-25% efter implementering af handlingsorienterede anbefalinger.Virksomheder, der fokuserer på kundeoplevelsen, oplever en stigning på 10-15% i omsætningen.(Kilde: Bain & Company)
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