Statistics have shown that as much as 90% of customers who are unhappy will not say anything directly to the service but default immediately to competition. Repeat business is perhaps one of the most important aspects to a thriving company and therefore mystery shopping helps to examine this.
A US government study shows that consumer research shows that one unhappy customer will tell 8-10 people of their bad experience. Each of those 10 people, statistics show, will tell 5 more customers about the original bad experience. This means that 60 potential customers are actively turned away when one customer is not cared for by your employees.
Additionally after price the greatest factor between competitors is customer service. Mystery shopping helps monitor that service. Statistically speaking 69% of customers will leave a business due to poor customer service. Therefore, customer service is an incredibly important factor for businesses to measure.