With over 50% population below the age of 25 years, India is a promising opportunity in the education space and has seen a lot traction over the past decade. The education sector has been increasingly becoming organized with a lot of edu-brands expanding their footprint to lower tier cities. International education brands are also increasingly entering India market with 100% FDI (automatic route) allowance in the sector. However, in the process of expanding penetration, an educational brand tends to have lesser visibility on operational philosophy of running a sensitive business model like education. The operational concerns range from basic hygiene issues to grave security flaws.
Health is one of the most important as well as sensitive issue for any human being and a good experience around the same is extremely integral. Bad experience at a hospital not only affects the hospital's image but also perturb the patient's mental or physical health.
With growing competition in Private sector Banks and NBFCs, Mystery shopping has become an essential tool to measure the service quality and degree of compliance by the Banks. Service quality, compliance of set standards and transparency are pre-requisites for a satisfied customer ensuring customer loyalty and recurring business for banks. Therefore, Mystery shopping plays an important role to gain customer perspective on the effectiveness of the Bank’s sales process and adherence of the same by frontline teams.
Mystery shopping has always been a popular concept for hospitality businesses. While it is done majorly to evaluate consumer experience but also opens other areas of exploration. With business expansion happening through the franchise model which dilutes control and involvement of a human element in running the show, there arises the need to conduct fraud detection audits.
Customer service is the backbone of any business and it has always been a priority element for the brand. With technology taking majority of the workload, it is imperative for the brands to bring in digital modes of communication with their customers and hence more and more businesses are moving to web-based communication channels like Live chat, email or website, as they are easy and the most cost-effective modes of communication.