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Using a Mystery Shopper is the only way to complete a full appraisal of your business, you need to know first-hand how your existing and potential customers are greeted and handled when they make contact with your company.

As a suggestion, employ a "mystery shopper" to make contact with your business through your various contact media i.e. telephone, email and website. Give the mystery shopper a series of test questions and tasks, such as requesting brochures or further information. Make sure you have a clear objective for each contact and your ideal response.

Ask the mystery shopper to note down and score the responses and compare them with your ideal. The responses will provide you with information about how your staff present themselves on the telephone and on paper when they do contact the “mystery shopper”.

The results will be very revealing and you will have an accurate appraisal of your customers' experience of doing business with you.

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If you would like us to undertake a mystery shopper exercise for your business please contact us on 0800 970 9751 or email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it