What is a bank mystery customer?

"MysteryCustomer" refers to the strictly trained investigators who conduct business surveys. He (she) plays the role of a customer within the specified or designated time, and evaluates or evaluates a series of questions designed in advance one by one.

Because the object under investigation or evaluation cannot identify or confirm the identity of the "mysterious customer" in advance, this investigation method can truly and accurately reflect the actual problems that exist objectively. The "mystery customer" supervision law was first introduced by a number of international multinational companies such as KFC, Rogers, Nokia, Motorola and Philips to provide management services for their chain stores.

Extended data:

What can the "mystery customer" survey investigate?

First of all, the field sales staff played the role of "product experts" to some extent. Therefore, the first focus of the "mystery customer" survey is to investigate the "product knowledge" of the field sales staff. Of course, product knowledge not only includes product technical parameters and basic performance, but more importantly, field sales personnel should be able to explain the benefits of product performance to consumers. At the same time, the advantages and disadvantages of the main selling points of products relative to competitors are also the focus of investigation.

Second, because consumers of durable consumer goods are worried about after-sales service when buying products, salespeople should have a certain understanding of enterprise background and after-sales service support. Mysterious customers can play a good supervisory role in the sales and after-sales service of enterprises.

Thirdly, the competition in the durable consumer goods industry is extremely fierce, mainly manifested in the serious price war, and various forms of promotional activities are also emerging in the durable consumer goods industry. Therefore, on-site sales personnel should be able to clearly explain the contents of corporate promotional activities and understand the store activities of competitors.

Fourth, the attitude of sales staff and gfd will also leave an impression on consumers, which is also one of the contents of the survey. Of course, you can also collect relevant store information while investigating mysterious customers, which is very helpful for enterprises to grasp the situation of retail stores. In order to make the investigation of "mysterious customers" truly achieve the function of inspection and supervision, we should pay attention to changing the interviewer in a planned way in the design of this project to avoid being seen through by the on-site sales staff; In addition, the time for mysterious customers to arrive at the store should be arranged at peak time and low peak time, so as to comprehensively check the service status of on-site sales staff.

Baidu Encyclopedia-Mysterious Customers