• Mystery Shopping your Customer Experience

  • Mystery Shopping Your Franchise Business


    When wanting to expand their business, it isn’t uncommon for people to consider franchising. The whole concept of franchising has become increasingly popular over the last few decades and there are thousands of franchise businesses across various industries these days. However, becoming a franchisor does come with its challenges.


    Having multiple franchisees that market your products and/or services can sometimes have a negative impact on your brand, and you will need to keep a careful eye on each individual franchise. As a franchisor, using mystery shopping services can be incredibly advantageous, regardless of how many franchises your business is made up of. Below we have looked into some of the main reasons why you should consider mystery shopping your franchise business.


    Ensure all franchisees deliver the same customer experience


    When purchasing a franchise of your business, there are a number of strict guidelines and rules that individual franchisees must follow, however, when working from afar it can be difficult to make sure that they are continuing to maintain your brand consistency. Enlisting the help of a mystery shopping agency can help you to ensure that all franchisees are delivering the same outstanding customer experience to your brand’s customers.


    Whether they visit a franchise whilst conducting face-to-face mystery shopping or interact with a franchise online whilst carrying out social media mystery shopping, mystery shoppers can provide you with an invaluable insight into what each franchise is doing well at and what needs improving. Working with an experienced agency can help you to feel more in control of your franchise business and prevent any concerns relating to customer satisfaction.


    Prevent one franchise from tainting your brand name


    Every franchise that makes up your franchise business will influence people’s thoughts and opinions about your brand. For this reason, it is essential to ensure that all franchisees are meeting the same high standards and that one individual franchise isn’t tainting the overall reputation of your brand. Thankfully, mystery shopping services can help you to do so, enabling you to get under the skin of each and every franchise.


    Even though you aren’t running all of your franchises yourself, mystery shopping provides you with the opportunity to keep an eye on how every franchise is operating. Mystery shopping services can highlight issues that you might not know about and enable you to put new guidelines in place to improve things such as customer service and user experience across the board. Reputational risks will be greatly reduced when working with a mystery shopper.


    Enhance customer satisfaction at all franchises


    Providing a unique customer experience is key to the success of any business and when you own a franchise business it is essential to ensure that all of your customers feel valued. Building an emotional connection with your customers, no matter which franchise they interact with, will help to ensure that you’re not just attracting new customers, but that you’re retaining them too and not losing them to your competitors.


    Working with a mystery shopping agency will help you to implement changes that will go on to improve the whole franchise business. You can ensure that all of your franchises are standing out from the crowd and that you’re providing the meaningful interactions customers demand from brands nowadays. Staying relevant and competitive in a saturated market can be made much easier when using a range of different mystery shopping services.


    Using mystery shopping services


    Although mystery shopping is commonly used by independent and non-franchised businesses, it is fair to say that the services mystery shopping agencies provide can be incredibly beneficial for franchise businesses too. Working alongside experienced mystery shoppers is undeniably worthwhile looking into in more detail and you will likely be surprised by just how much of a difference mystery shopping services can make to the overall success of your business.


    To find out more about working with a mystery shopping agency and the different services available to your franchise business, don’t hesitate to contact us here at Proinsight today. We work alongside a number of different types of businesses from a range of industry sectors and we will gladly take the time to discuss our mystery shopping services with you in more detail. When you’re wanting to take your franchise business to the next level, there is arguably no better mystery shopping agency to turn to than Proinsight.