Mystery audits is an art of evaluating standards of business services being offered by franchise or company-owned outlets. In other words, Mystery Audit is a process in which a customer visits the retail stores, Banks, or any other location of business operation to physically verify the standards and procedures laid down by the companies.
He aims to rate the services and hospitality offered to him which allows the industries to focus on maximum client satisfaction by gathering around the loopholes and removing the chances of potential errors.
“If you’re competitor-focused, you have to wait until there is a competitor doing something. Being customer-focused allows you to be more pioneering.” – Jeff Bezos
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Many companies define their set of rules and regulations to ensure quality customer experience at their business
- The moment customer enters the premises the staff must greet the customer gracefully.
- A staff person must come forth to entertain the customer and demands the purpose for his arrival.
- If its a restaurant then the staff person must accompany the customer to his table and wait before he is comfortable
- Staff person will visit the customer and demand for the feedback of the quality of food.
To ensure these processes remain smooth throughout their operations. The companies hire mystery audit companies to conduct regular audits to their several business locations to gain the actual business performance report of their procedures.