- TELL US A LITTLE BIT ABOUT YOUR BUSINESS:
I founded nodo in 2014 with the mission to bring the fun back into gluten free, wholesome food. Since then, nodo has grown into an institution amongst people in Brisbane with the very same, healthy obsession for wholesome food. Eight years on, nodo has cemented itself in the Brisbane hospitality scene with six permanent and two kiosk locations.
- BEFORE YOU STARTED MYSTERY SHOPPING, WHAT CHALLENGES WERE YOU FACED WITH?
Since day one we have prided ourselves on offering customers a consistent, high-end offering in a friendly and welcoming setting. As the business expanded, this became increasingly harder to control. It was something we’d dedicated a lot of time and resources to, but knew if we were to continue to grow and maintain our reputation, we needed to find a way to make sure we were keeping our focus in the right place, so our service standards remained high.
- TELL US ABOUT THE SOLUTION HUMAN EXPERIENCE OFFERED YOU
Mystery shopping with Human Experience helped us identify what we were doing well and also the areas needing more of our attention, because it’s only once we identify them, that we are able to start improving them. Working with Human Experience was another avenue to help ensure our offering and service is always on pointe for our customers
- HOW HAVE YOU USED THE MYSTERY SHOPPING FEEDBACK AS A MANAGEMENT TOOL?
Before we even get to the results, I think mystery shopping is incredibly valuable in showing our team that we take our business—and our customer service—very seriously. It’s a vital tool to acknowledge great work whilst also finding ways to continue improving our business. The results we receive from our mystery shopping turn into the actions we take to keep customer service and product execution top of mind.
- TELL US ABOUT THE RESULTS YOU’VE SEEN IN YOUR BUSINESS SINCE YOU’VE BEEN MYSTERY SHOPPING
I was surprised to see the results from our mystery shops have been mostly positive! As the founder, I am very critical of my business so it was rewarding for me to see—through quality data—that we are actually doing a great job. I enjoyed being able to communicate these results positively with the team, so they realise their hard work is never going unnoticed. It’s important to always acknowledge good work to maintain good staff morale, and this data from mystery shopping allowed me to do that in an objective way. I have also used the mystery shopping results to guide our internal training.
- WHAT WOULD YOU SAY TO OTHER BUSINESSES WHO MAY BE CONSIDERING WORKING WITH HUMAN EXPERIENCE?
I would urge any business owner to consider adding mystery shopping to their business. It can be such a powerful tool when used effectively. For nodo, working with Human Experience has been a wonderful addition to our business operations.
Kate Williams, Founder