Ways to Measure In-Store Customer Service

Past President of the Mystery Shopping Providers Association and current President of ICC Decision Services, David Rich, discusses how stores need to analyze their customer service to set benchmarks and make improvements. He shares some of the current ways retailers are measuring their customer's experience including surveying their customers and mystery shopping. David explains how long it typically takes to change service at a store or within a chain. He concludes by predicting future trends that point to increased value for service leaders.