65-75% of mystery shoppers actually spend more than required at your establishment, therefore covering the costs of your program.
BUT how much does it cost to lose customers due to poor customer service experiences?
For every 1 complaint you receive from a customer, 26 customers who had issues, did not complain. That may sound good, but these 26 people simply don’t return to your establishment and to make matters worse they tell 9-15 people of their poor experience. Source(s): Lee Resource and Consumer Office of Affairs
Can you afford not to mystery shop? Mystery shopping is the proactive approach to customer service experience, because What You Don’t Know, Can Hurt You.