Comments for Shopping Science International

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Comment on Confessions of a Mystery Shopper: Does Great Customer Service Create Competitive Advantage Part 2? by REVIEW IT BEFORE YOU BUY IT!!!

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Comment on Why Mystery Shoppers are Needed! Fun (not) with Pizza. by Peter Rogers

Peter Rogers — Wed, 20 May 2009 03:16:01 +0000

This is a case of “while the cat’s away the mouse do play.” The owner upheld his brand values and high standards but the staff member ignored them and destroyed a customer.

If ever an endorsement of the need for mystery shopping was needed this is it!

Peter Rogers
Managing Director
Shopping Science International

Comment on Does Mystery Shopping Accurately Measure Delays? by Jurek Leon

Jurek Leon — Fri, 17 Apr 2009 04:12:14 +0000

You are so right with your final comments on perception of time versus actual time, Peter.

In his amazing book “Why We Buy. The Science of Shopping”.
Paco Underhill, founder of USA research company based Envirosell, provides some fascinating observations on how customers feel about waiting. These quotes back up your point:

“This is the single most important factor in customer satisfaction. If shoppers think the wait wasn’t too bad they feel as though they were treated capably and well. If the wait went on too long, they feel as though the service was poor and inept. Quite simply, a short wait enhances the entire shopping experience and a long one poisons it.”

“When people wait up to about a minute and a half, their sense of how much time has elapsed is fairly accurate. Anything over 90 or so seconds, however, and their sense of time distorts – if you ask how long they have been waiting, their honest answer can often be a very exaggerated one. If they’ve waited two minutes, they’ll say it’s been three or four…in the world of shopping taking care of a customer in two minutes is a success; doing it in three minutes is a failure.”