Mystery shopper

Mystery Shop: Uncovering The Best Brands for Customer Service

FM Outsource’s Mystery Shopper reveals the brands and industries providing the best (and worst) customer care

Customer service has come a long way from traditional call centres. Today, consumers want to contact brands through a variety of channels. But are companies truly maximising the technology available to them in order to deliver an outstanding customer experience?

At FM Outsource, we conducted an in-depth mystery shopping exercise to identify the exciting, missed opportunities brands should be tapping into if they want to take their customer service to another level. We surveyed a number of top brands, across a variety of sectors, to gauge the temperature of customer service as it exists today.

And the results are thoroughly intriguing.

Want to delve into the full findings? Download the report for free below.

4 out of 5
brick & mortar brands provide a CS email address

The average telephone response time for supermarkets was
4.5 mins

100%
of e-tailers had webchat availability

Less than
12%
of brands offer SMS/Whatsapp