Moving Beyond Mystery Shopping and Evaluating Customers' True Experiences

It's All About the Data
Mystery shopping is inherently time- and resource-intensive. The result of that is budgets only allow for a few data points to be collected for a given store each month, which leads to data validity issues. With a comprehensive EFM customer experience initiative, retailers can evaluate larger volumes of data that yield higher reliability and provide issues analysis at a granular level. For example, retailers can drill down to individual stores or departments and be confident that the feedback they're receiving is representative of the larger sample set.