专业定制研究方案

The research results of MS study are mainly applied in the following aspects:

1)With the supervisory mechanism brought about by the visit of mystery shoppers and combining with the reward-and-penalty system, invisible pressure will be brought to services staffs, leading them to actively improve their own professionalism, skills and attitude, in order to provide high-quality service to customers, and will also have a lasting effect thereafter.

2)"Mystery shoppers will stand from customers’ perspectives, and timely discover and correct the deficiencies of products and services. They will precisely detect the opportunities in the process of operation, so as to enhance customers’ satisfaction, maintain regular customers and attract more new ones.

3)"With mystery shoppers’ help, supervisory mechanism and internal administration of enterprises are enhanced, so as to better improve the working attitude of service staffs.

4)"During the process when mystery shoppers interact with service staffs, the former can get the first-hand knowledge of employees’ attitude or ‘unsatisfactory voice’ towards their enterprises or managers, and help to detect the deficiencies of management and improve employees’ working environment and condition, therefore enhance the cohesion of enterprises by closing distance between employees and management level.

5)Through problems discovered by mystery shoppers, we can systematically analyze root causes, in order to help enterprise improve the management methods, enhance administrative mechanism, and as a result to strengthen the competitive of enterprises. Obviously, MS study will firstly assist our clients to realize the overall situation during the service process, and then receive evaluation on various aspects of software and hardware of service, thereby systematically detect existing problems on different fields. For instance, when mystery shoppers visit some banking office, they need to perform check of the overall environment, all relative service staffs (including clerks, customer managers, security guards and lobby managers) and the usage status of service terminal (including ATM, etc.). The above-mentioned check is normally centered around customers’ experience, which will evaluate each and every point related to customer service in a comprehensive way. Mystery shoppers’ effect on service is based on evaluation. In general, our clients (i.e. enterprises) have standardized service procedure. Such codes of conduct and operation guidelines are bases for service staff when they perform daily work. And on-site mystery shoppers will experience and observe the software and hardware of service, and make comparison with its service standardized procedure, through which to find out differences among standard, actual implementation status and customers’ experience, so as to serve as references for the further correction and improvement. Additionally, the supervisory effect is embodies mainly in the following two aspects. Firstly, the effect is explicit. The third-party-performance-appraisal company will provide relevant suggestion for improvement based on the result of mystery shopping study, and service staffs in respective branches can make more specific improvement. Secondly, the effect is also implicit. During the long-term mystery customer follow-up visits, service staffs in various branches have to be prepared at all times for the inspection. Therefore, they will subconsciously maintain higher service standard. This “invisible hand” will easily help the service staffs to maintain consistent high quality service. What’s more, mystery shopping study can be applied to the evaluation on enterprise sales system. Sales department is on the frontier battlefield in the market competition. The sound performance of sales department in each local market depends on the company consistent sales strategy, policy, pricing strategy and service standard, all of which will also serve as the guarantee for reaching the expected market and sales target. The supervision over sales system will take precautions against the poor implementation of sales policy, and prevent sales personnel takes advantage of the company management difficulties and information asymmetry to seek personal benefit on expense of company interests. The supervision can also protect customers’ right and protect social image of the company from damage. The timely discovery and settlement of problems will facilitate the sound and healthy growth of the company sales system.