Secret shoppers helping improve customer service

Credit: Dominic Lipinski/PA Wire/Press Association Images

A team of more than 100 mystery shoppers are helping improve customer experiences on Jersey's high street.

Secret shoppers talk to sales assistants and buy products, then write up reports about the level of service they received.

Retailers say it is the only real way they can get an idea of what it feels like to shop in their stores.

People often say to me, well surely you could judge it by sales. We can to a degree, but what you don't know by just judging it by sales is how many sales we lose if we don't give good service. So customer service, and measuring customer service is absolutely critical.

– David Elliott, Retailer

One mystery shopper has given her top three tips for retailers to deliver good customer service.

Claire Boscq-Scott says it is all about delivering the basics:

  • Greet the customer
  • Smile
  • Use eye contact

The best customer service you can give is just so simple, it's all about basics, a smile, eye contact, a hello, those are the three free gifts you can give your customers and I think when people don't get the customer service and you get an apathy, when you get people who are not happy in what they do in their own jobs, themselves, they're not happy inside so they're never going to deliver a good service.

– Claire Boscq-Scott, Secret Shopper