Improve your customer retention with mystery shopping

Improve your customer retention with mystery shopping

With new customer acquisition being the main objective of many businesses, they forget the important focus of customer retention and this means that return customers and word of mouth referrals are lost.

Mystery shopping services can help to improve your overall customer experience; helping you to attract new customers and retain current ones. Mystery shoppers focus in on customer satisfaction because quality service ensures customer retention. A mystery shopper will provide the invaluable information you need to help you stay ahead of your competition.

These are a few reasons why mystery shopping services can help direct your brand towards improving customer retention.

Why use mystery shopping services?

Mystery shopping offers you the chance to get on the other side of your business. The main objective is to gather information on a business through assessing and tracking operational and behavioural performance. The individual pretends to be a prospective customer and observes the interaction and assesses the performance based on predefined criteria. With this information, you can better understand your processes and procedures, brand perception, sales points, and your staff performance.  

Mystery shopping reviews

Sure, there are many ways to address your problem of customer retention, but before you start looking for solutions you need to see what the customer sees. Mystery shopping is a method that is tested and true because of the simplicity and feedback it offers. Secret shoppers collect the qualitative data that can help your business better understand the customer’s experience along with where brand loyalty is won or lost.   

Improve Customer Retention

When you understand your customer’s perceptions of your brand, you are able to better retain them and avoid having to focus all your efforts on bringing in new customers. Improving customer retention is important because dissatisfied customers tend to complain to friends rather than customer service lines, resulting in negative word-of-mouth and a lost opportunity. Secret shoppers can enhance your loss prevention strategies and enhance guest experiences.


Want to improve your guest’s experience with your brand? Braymark is the mystery shopping Ontario leader and can help you see your business through the eyes of the customer. Connect with Braymark below and get the feedback you need.

Secret Shopper Company Niagara