Jersey News, 19 March 2010 – A Mystery Shopping business which launched in Jersey in 2009 has recently achieved pan-Island status, with teams of Mystery shoppers appointed in Jersey, Guernsey and the Isle of Man.
Set-up by Claire Boscq-Scott, her reasons for setting up on her own will strike a chord with anybody trying to juggle work and family life: ‘I have two young children, and I wanted to manage my time better to see more of them, and to set up a better balance in my life.’ said Claire.
Claire was looking for “the gap in the market” and when she realised that Mystery Shopping companies were always brought in from the UK; that no one company already specialised in Mystery Shopping; and that only two Jersey companies could provide this service, if asked, she jumped on the idea to make it a local driven business.
Mystery shopping is the practice of using trained, experienced Mystery shoppers to anonymously evaluate customer service, operations, merchandising, product quality and other elements of the consumer’s experience. They receive specific briefings and instructions outlining the criteria of each evaluation, and act objectively providing a snapshot of the consumer experience.
It offers management the opportunity to objectively monitor the customer experience and pinpoint areas that need improvement. Many companies use mystery shopping results to improve employee training or reward employees for excellent scores, as well as compare evaluation scores on a per-shop or per-region basis to identify positive trends but also to benchmark their services against the competition.
Ultimately, mystery shopping is an important step to create better trained employees who provide better service to customers, and has been credited with increasing customer loyalty, enhancing customer service, and improving cross-selling and up-selling, thereby helping companies to increase sales or maintain market share in very competitive sales environments.
With 4StarServices now with trained teams in Jersey, Guernsey and the Isle of Man, it is ideal for companies with operations and/or a client base in several or all of the three Islands.
