Sway Back’s goal is to help local businesses in Niagara, Ontario grow by providing valuable feedback about their operations, customer service, products and website.
Why do businesses need feedback? The statistics will startle you! For every customer who complains, there are 26 customers who don’t say anything to the actual company. They just don’t come back! However, they do complain to their family, friends, and now endless contacts through their social media networks!
How can a company prevent that discontent? By knowing what your customers will experience when visiting your place of business from start to finish, in person and virtually.
How do we do this? One of our main ways is through mystery shopping.
What is Mystery Shopping?
Mystery shopping is a tool used to measure the quality of service and compliance with regulation (are the employer’s policies being followed?). The shopper’s identity is not known to the establishment being evaluated. The shopper then completes our report which we review, and send to our client.
Let us tell you what a customer won’t!