Observation Techniques - Mystery Shopping Essay

Observation Techniques - Mystery Shopping - Essay Example However, many of the people sold PPI found they were not eligible to claim, others did not understand that purchase of the policy was voluntary, and some did not even realize they had bought the cover (Insley, â€Å"Barclays to settle PPI claims no questions asked â€Å").The number of complaints over the controversial loan insurance has risen by 93% in the first half of the year - and is expected to continue to increase. There has been a level of overcompensation on Simmons Bank’ behalf in respect of communication as a result of this dispute. Simmons Bank has greatly increased its volume of communications to customers via direct mail, phone and emails trying to rebuild customer confidence in the bank and also to win back affected customer’s support. This high volume of communication annoyed customers even further and consequently, resulted in even more complaints being made about the bank. The purpose of the research is to rationalize the best way of communicating an d determine when and how customers prefer to be contacted. Mystery shopping is a technique that is used to evaluate any type of customer interaction and to test anything from product knowledge to customer service/politeness, handling of complaints and the follow-up procedure, refund and exchange procedures and sales skills. The ultimate aim of mystery shopping is to improve customer satisfaction thus increasing sales and customer revenue. This method of research allows an organization to view their product or service from the perspective of the customer or client and accurately identify individual staff’s strengths and weaknesses, as well as organizational strengths and weaknesses. Simmons Bank could benefit from using any one of these methods of mystery shopping and they would all provide useful insight into how Simmons Bank and its employees conduct business. Some questions that physical