Australia's #1
Mystery Shoppers

Girl Friday Solutions offer services designed to increase your competitive edge in the marketplace and increase sales and performance.

What is Mystery Shopping ?.

Girl Friday Solutions Mystery Shopping offer services designed to increase your competitive edge in the marketplace and increase sales and performance.

Girl Friday Solutions specialises in Mystery shopping for the hospitality and retail industries.

Our program will help improve customer relationships and standards of service, which as a result improve sales and overall performance.

Increase Your business by 40%

Mystery Shopping Solutions have developed a program to assist Operations/Owners & Management in all key areas of Retail and Transport Services. This is an essential tool in the identification of potential areas for improvement, training and development and also in rewarding staff for excellence in performance and customer service.

  • Good Service => Increased Sales
  • Good Quality => More Repeated Sales.
  • Good Management => Brand Value.
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Our Team

We are Team of more than 100+ Mystery Shoppers spread across australia.

Louise Heffernan

Director

18 years experience with a demonstrated history of working in the Hospitality industry. Skilled in Management, Gaming, Food & Beverage, Business Planning, and Coaching.

Tyneale Kendrick

Manager

First in command, Creative as well as a management specialist. Tyneale efficiently handles the day to day operations of our business, this includes managing and scheduling our shoppers plus taking care of our amazing client’s.

Blog

Mystery shopping in an omnichannel world

Mystery shopping as a research methodology continues to stand the test of time and for good reason: Properly-designed programs deliver corporate-side stakeholders with line-of-sight analytics across their organizational hierarchy in near real time with the ability to prioritize resources for improving customer experience delivery with pinpoint accuracy.

While mystery shopping has most often been applied in a targeted or siloed manner and focused on the operational execution in select customer channels, Second To None views 2018 as the year this research methodology becomes widely adopted as an omnichannel strategic tool within the domain of customer journey mapping as brands recognize the need to design a journey map and build out an enterprise-level solution to evaluate all phases of the customer experience.

Broad consumer adoption and increasing preferences for e-commerce, online customer interactions and digital communications have created an unprecedented shift in consumer expectations – one in which our experiences with a brand should be met equally well whether in-person, online or over the phone.

Peak-performing omnichannel mystery shopping programs measure and report on a host of key distinct touchpoints within the context and lens of a fully integrated journey map:

 Omnichannel mystery shopping | The channels

On-site

Owned sites

Mystery shopping is exceptionally good at measuring site-level ability to deliver along key operational standards, including location cleanliness, appearance, customer greeting, staff helpfulness, speed of service, adherence to protocols, product/merchandise knowledge, asking for the sale and thanking the customer, among others. 

Partner/franchise sites

In addition to measures typically important to owned sites, partner or franchise locations can be assessed on compliance to signage, marketing, pricing, displays, associate perception of your brand, how your brand is mentioned/positioned among alternatives and whether it is portrayed in a positive manner. 

Online

E-commerce

Key metrics to monitor include site access and rendering across device types, ease of site navigation, ability to locate products,evaluating the path-to-purchase, ease of checkout, order confirmation,out-of-stocks, time or days elapsed until delivery, condition of package upon delivery and ease of returning/exchanging product via shipping or in-store. A common iteration of e-commerce mystery shopping is the execution of a BOPIS measurement program – the full cycle of buying online and picking up in-store.

Messaging apps, chat, e-mail

Brand-driven digital communications through mobile apps, online chat and e-mail are fertile ground for extracting customer experience insights through mystery shopping. As more brands adopt direct-to-consumer strategies for nurturing highly personalized customer relationships, companies overlooking this channel as part of their mystery shopping strategy may easily put brand equity at risk. 

On the phone

Contact center

Customer interactions with contact centers often represent prime opportunities to strengthen the customer relationship through agent ability to answer questions and navigate a path toward optimal issue resolution. Customers typically reach this channel while interacting with a brand’s e-commerce site or after an in-store transaction, amplifying the importance of measuring wait/hold times, agent friendliness and knowledge, addressing the customer’s need on their first call and the speed with which issues are resolved. Dismissing the importance of contact center mystery shopping creates vulnerability in a solid understanding of experience delivery across all touchpoints. 

The challenges

Brands with a desire to measure and continually improve the omnichannel customer experience often face headwinds early on in attempting to internally identify who owns the customer experience at each touchpoint, where the CX ownership handoffs exist, then arriving at agreement around the priorities and standards of measurement. Navigating through this requires CX champions from the highest level of the organization, with an ability to advocate, articulate and champion cross-channel mystery shopping in a manner that can cascade downward and throughout the organization. 

 As with brand-side operational execution, the design of mystery shopping programs across disparate channels and customer touchpoints demands diligent planning and a research partner with the seasoned leadership, nimble project management resources, technology framework and analytical capacity to reliably administer a program at-scale. 

The benefits

Omnichannel shopping programs developed to be adaptive and evolutionary in nature and initially designed through an internal collaborative framework will enjoy long-term organizational support. Aligning study design to assess and uncover the critical metrics reflective of the paramount customer experience elements and then leveraging a broad set of analytical tools, including key drivers, predictive analytics, sales linkage and text/sentiment insights, allows stakeholders across the organizational hierarchy to understand the story in the data, communicating priorities in real-time, affect positive change and continually enhance the customer experience. 

Insights are verifiable and robust as each shopper completes multiple shops throughout their journey across each channel touchpoint. The shopper-research provider rapport is much like that of a customer community, wherein these shoppers participate over a longer time span and throughout a detailed set of interaction scenarios. 

Progressive mystery shopping organizations will also be able to assist with your customer surveys as well. This simplifies the steps needed to create a 360-degree view of your customer experience gathered via marketing surveys, operational measures and journey evaluations. Your supplier should be apt to feed all data streams into the same dashboard for convenience. 

As we witness high-performing brands embracing omnichannel mystery shopping as a much broader, integrated, cross-organizational journey map research tool in order to leverage the unique quantitative insights these measures provide, this holistic perspective is viewed as a critical means to informing continued brand relevancy, the protection of brand equity and the ability to outperform the competition.

Source: www.quirks.com

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Using Mystery Shopping to Increase Profit in the Hospitality Industry

A customer’s point of view and perceived levels of service are critical to increasing profit in the Hospitality industry. How can your team ensure customer expectations are being met all while achieving brand standards? Sending in a mystery shopper acting as a customer, your company gains the knowledge to react and focus resources on the priorities of your clientele.

Mystery shopping can have both immediate and long-term benefits depending on how an organisation utilises the results and reporting. Keeping in mind any shop program is a snapshot in time, they are most impactful at expanding insights when partnered with results from guest satisfaction programs already in place within your organization. 

A professional mystery shopper will experience your property without pre-conceived notions impacting the evaluation of your business. The unbiased reviews provide your organization the opportunity to clearly understand your customer’s perspective on daily operations in a specific moment in time. Shop programs are an inexpensive method to hear which “wow” factors have a substantial impact on your guest’s perception and loyalty. This additional source of professional feedback gives executives’ confidence in their strategic initiative decisions regarding levels of service to meet the company’s brand promise.

Trained feedback allows leadership to make confident and educated decisions about: 

- Implementing best practices in service and daily operations

- Refining levels of service to maximize your competitive advantages

- Confirming the integrity of employees, procedures, internal controls and safety issues. 

- Training efforts to reinforce top notch service, as well as correct weaknesses in an operation

- Increasing your customer’s intent to return rate and recommend 

The concept of a shop program is also a powerful motivational tool for employees. The thought of a mystery shopper checking in at any time encourages the staff to be more likely to provide excellent customer service to each and every customer knowing that they may be evaluated.

Benefits your team will gain with an effective mystery shopping program:

- Learning a client’s impression of the property and tangible products

- Understanding the value and quality perception of your customers

- Insight into employee interaction when management is not present and how staff attitudes positively or negatively affect your business 

- Monitoring success of training in place to yield a turn on investment

An ongoing mystery shop program provides the benefit of invaluable information with regard to how your business is functioning as a whole. Implementing a shop program enables the collection of 1st hand data on how to move your business forward and can evolve with your business to meet changing needs of your company and your customers.

Mystery shopping is a valid tool as part of any overall strategy formed to gain insight into the customer experience that is difficult to get in any other way. Mystery Shopping is a valuable stand alone tool, but when coupled with your guest and employee survey data, its value grows exponentially as you now have a full picture of cause, affect and results. Implementing a program that correlates customer satisfaction to other key measures enhances your organization’s ability to increase their top and bottom line.  

For more information on how a mystery shopping program can help increase your business, visit girlfridaysolutions.com.au

Source: mysteryshoppersamerica.com

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Using Mystery Shopping Results to Motivate Employee

Some employees may look at Mystery Shopping as a bane rather than a useful training tool. However, the purpose of a mystery shopping program is to help staff and ultimately the company to provide quality service to customers. Is there a way in using mystery shopping results to motivate employees?

The cause of staff members seeing the program as a bane may be due to various factors. Maybe a manager does not explain why they failed. Instead the manager only tells the staff that they failed. Failure without reason, will not result in improvement but rather frustration.

Though sometimes tricky, the results from a mystery shopping report can be used to motivate staff to perform better. Which will help in the overall result

Can Using Mystery Shopping Results to Motivate Employee work?

Communicate and Explained

It’s a vital part of any business and/or company. Communication is key for smooth operation. If a staff member failed an evaluation, they need to understand why.

The manager needs to sit down with the staff and explained the areas in which they performed below par. Allowing them to understand the quality of service that the company is looking for. The staff member would also need to understand how to work towards providing better service and such methods would work best.

Recognition

Staff need to receive some recognition for the good work that they do. A pay check is all and well, though, being told that you have done good work is more intrinsic.

This should also be explained and communicated to them as to why they did well. Noting the positive points and what the staff did right. Again, it is always important to note the quality of service that the company is after.

Slow steady improvement

When it comes to providing service, it is often times a mix of selling skill, attitude, social aptitude and training. That’s a lot to take into account. One cannot discount on any of the factors mentioned.

When it comes to behavioural changes, adults often find it hard to recondition themselves to a new way of doing things.

Staff members need to be allowed time to improve and not be expected to perform above standards immediately, in any area that is being evaluate. If a staff member is weak in greeting customers, maybe they can spend a month working on this area specifically. Moving from smiling in acknowledgement of the customer to greeting them in a more personalised manner. It may take some time, but the results would be seen in the long run.

Provide Intrinsic Value to The Staff

As people, we look for value. Companies look to providing value and quality service to their customers. This is done through the staff. Although, staff also need value in their work.

For example, allowing staff to develop their skills over time would provide intrinsic value. Is a staff member is shy and can find it difficult to greet customers or even attend to customers, over time and with training, the staff member may get better at this. This would translate to their personal behavioural improvement in social skills. Giving them more intrinsic value in character development.

There are many other ways to use the results to help the morale of a staff or team. A team lunch or small gifts – for good results can be used as well.

Do you think that Mystery Shopping could help your company? Contact Girl Friday Solutions at www.girlfridaysolutions.com.au

 

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