Creating an Effective Mystery Shopping Program

The benefits of mystery shopping are more valuable than ever in today's tough economic environment. However, before attempting to launch a mystery shop program for your organization, there are four critical steps you must follow to ensure your program is optimally successful and results in a positive return on your investment.

Two Essential Lenses - VOC Surveys and Mystery Shops

Customer surveys and mystery shops both measure the customer experience, but they each have very different methodologies and objectives. The complementary benefits of these two measurement tools arm organizations with the knowledge on what specific improvements must be made to increase customer loyalty and profitability.

BestMark Research and Articles

Market research news and articles by BestMark

The Things They Do for Love (HBR)

Company leaders won't be surprised that employee engagement - the extent to which workers commit to something or someone in their corporations - influences performance and retention. However, they may be surprised at how much engagement really matters. [Read More]