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Dear Martha,
I belive both of them are important to evaluate customer's experience.
as providing CSS help us to know the The general trend, CSS can gather numbers of responses, but that doesn't mean the survey should stand alone, and also doesn't refer to another opportunities
but Mystery shopping providing actual values.
we have to put in our consideration that the customer most likely would not tell you his all dissatisfaction.
example: when you ask the customer about the time and the services in the survey the customer would say it's reasonable and good, but in the mystery shopping we would know and measure the real time and also the small details of services, and finally you will know the missed opportunities.
what do you think?
Hallo Mohamed, thank you for your answer. Fully agree. Mystery shopping gives you the reality in both strengths and weaknesses. The customer satisfaction survey may be influenced by various factors.e.g. How certain we can be about the replies of a customer in a small area in the province, where there is only one dealer of a specific product? The customer sometimes does not dare to express his/her true opinion, because he/she will go to the dealer again.in addition with a mystery shopping we have the chance to "check" how our competitors are working. However, with the CSS you got the experience of many customers....so, the combination of the two surveys seems to be the best.
