Statistics and fact

What does a costumer interaction look like

Effects of Mystery Shopping

Examples from our client projects:
- Our clients have on averge increased active contact with 19% in a year, there are examples of 60% increases.
- Our clients have on average increased ”offers of more-selling” with 24% in a year, there are clients with a nearly 200% increase.
- We have clients that has improved their customer greetings with 150% in one year.

Conclusions from our observants

One survery among all of our observants shoes that:
- Good service is the most common reason for a purchase made in a specific store.
- A pleasant greeting and experience is the most common reason for returning to the same store.

The more loyal a customer continues to be, the more money they generate.

- The longer a customer stays a customer the more revenue they generate.
- Profits increase in line with the increase of purchases.
- New customers are attracted ”word-of-Mouth”.
- Costs decrease.
- Staff turn over decrease as the job satisfaction increase.
Source: Frederick Reichfeld

Did you know...

- That almost 70 % of the customers that stop returning to a store gives bad service as their reason.
– When location, prize levels and När plats, pris och range no longer is unique, good service is usually the settling factor.
- You can never know how much your customers are ready to purchase before you have made sure their shopping experience is as satisfying and practical as possible.
- The more time a shopper is spending in the store, the number of purchases they will make in that space of time is dependant on how comfortable and pleasurable the experience is.
- A lot of decisions by the customer are made, or heavily influenced, inside the store itself. Shoppers are susceptible for impressions made, and information offered in the store.
- 55% asks questions about the needs of the customer*.
- 61% - greet a customer when they enter the store*.
- 58% takes an active initiative to interact with the customer*.
- 21% gives suggestions/asks questions that can lead to further purchases*.
* Source: 29.000 observations by Daymaker AB