As our society becomes increasingly commercialized, the demand for quality customer service has skyrocketed. One way businesses are meeting this demand is through mystery shopping companies. For the uninitiated, a mystery shopping company is a business that sends out anonymous customers, or "mystery shoppers", to evaluate a business' customer service from an unbiased perspective. The information gleaned from these visits is then used to improve the customer experience, making mystery shopping an invaluable tool for any business looking to gain a competitive edge.

However, not all mystery shopping companies are created equal. Selecting the right company for your business is a decision that should be approached with critical discernment, and a good starting point is to ask the following nine essential questions.

• What is the scope of the company's capabilities?
• What methodology does the company use?
• How does the company recruit and train its mystery shoppers?
• What kind of reporting does the company offer?
• How does the company ensure the anonymity of its shoppers?
• Can the company offer tailored services?
• How does the company handle feedback?
• What are the company's charges?
• Can the company provide testimonials or references?

In conclusion, the choice of a mystery shopping company is a critical decision with far-reaching implications for your business. By asking these nine essential questions, you can make an informed choice and select a company that will offer insightful, actionable feedback to improve your customer service. Remember, customer service is not just a department; it's an attitude that permeates every aspect of your business. Choose wisely.