Mystery Shopping is the practice of using trained shoppers to anonymously and objectively evaluate customer service, operations, processes and employee integrity. Ultimately, the goal of a mystery shopping program is to encourage behaviours which ensure consistent, quality service is provided to each and every customer who walks through your doors.
GlassFish is a boutique mystery shopping service provider. In collaboration with our clients, we design highly customized programs that monitor and evaluate the client's service standards, according to the client's service objectives. We independently enlist the services of mystery shoppers to carry out the “undercover” shopping assignments, validate the data collected by the shoppers, and collate the data into tailored reports for analysis and decision making.
Rather than using mystery shopping to “catch out” staff, at GlassFish we strongly believe that a mystery shopping program is a tool best used to motivate staff to improve their customer service skills and habits. Positive reinforcement through mystery shopping programs is a powerful and proven way to achieve service excellence.
68% of customer defection takes place because of poor customer service - only 14% defect due to poor product quality. Source: TARP
The average "wronged customer" will tell between 8-16 people about their bad experience. 20% will tell tell more than 20 people. Source: Lee Resource
It is 6-7 times cheaper to retain an existing customer than to attract a new one. Source: Bain & Co study in the Harvard Business Review
Loyal customers are worth up to 10 times as much as their first purchase. Source: White House Office of Consumer Affairs
Only 4% of dissatisfied customers will complain to management. 96% will not voice their concerns and 91% simply won’t come back. Source: “Understanding Customers” by Ruby Newell-Legner
80% of companies say they deliver “superior” customer service – only 8% of their customers actually believe these companies deliver “superior” service. Source: Lee Resource
A mystery shopper - also known as an "undercover" or "secret" shopper - is a commissioned "customer" hired to objectively assess and evaluate customer service standards, based on clearly defined reporting criteria.
All GlassFish mystery shoppers are trained on the fundamental principles of what it means to be a mystery shopper. In addition to this basic training, every shopper undergoes further training before each new mission, so that they are clear on what is required of them for that specific assignment, and so that they clearly understand the project’s objectives.
GlassFish has a growing database of enthusiastic shoppers who are located all over Israel – from the Galil in the north to Eilat in the south. Our shoppers span all ages and demographics, meaning we can also ensure that the shoppers we schedule to assess your business, are the perfect match for your particular requirements.
Our goal at GlassFish is to assist our clients in improving their customer service standards through the implementation of customized mystery shopping programs. We offer our services to a wide range of businesses, including hotels, supermarkets, restaurants and cafes, financial institutions, and others.
Established in 2010 and based in Jerusalem, GlassFish offers its services to clients of all sizes throughout Israel, from local stores to large corporations. We also co-operate with international companies that have business interests in Israel.
Our team brings years of customer relations and mystery shopping know-how to GlassFish. We draw on our experience gained from having lived and worked in western societies where “the customer is king”, and at the same time possess a keen understanding of Israeli consumerism and customer psyche. This combination allows us to partner our clients on their journey to customer service excellence in a highly competitive Israeli market.
If you are looking to initiate a mystery shopping program to monitor and improve the level of customer service in your organization, contact us via the contact form below, or email us at email@example.com.
We are always looking to add Mystery Shoppers to our list, to participate in our clients' mystery shopping programs throughout Israel. Mystery shopping is not usually a full time position, but often is a good way to earn some extra cash. If you are passionate about customer service and think you have what it takes to be a mystery shopper, please apply through the form below.
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