Remove Customer Expectations Remove Customer Satisfaction Remove Mystery Shopper Remove Mystery Shopping
article thumbnail

Look beyond mystery shopping to improve your customer experience

Qualtrics

We’ve heard of them before, but what does a mystery shopper do and how can they drive customer experience improvements? What is a mystery shopper? A mystery shopper, or a secret shopper, is a person who is hired to audit a company to see if they meet standards. Who hires them? What do they do?

article thumbnail

Addressing metrics gaps between bot-led and human-led service

Comm100

Customer Effort Score – How easy was it for your customer to solve their problem with your chatbot or live chat agent? Like the user satisfaction rate, this information can be obtained from a customer satisfaction survey. Test Customer Service with Mystery Shopping.

article thumbnail

Addressing metrics gaps between bot-led and human-led service

Comm100

Customer Effort Score – How easy was it for your customer to solve their problem with your chatbot or live chat agent? Like the user satisfaction rate, this information can be obtained from a customer satisfaction survey. Test Customer Service with Mystery Shopping.