WHY Mystery Shopping

Research shows that the quality of human interaction has the greatest impact on the customers' perception regarding a brand or product. Therefore, where there is little difference between competing products or services, quality customer service can give the competitive edge.

Mystery shopping gives your business the advantage of discreet and professional self-evaluation for all your customer services and products, all in real life situations. It helps the management and the staff evaluate the productivity level and learn from the collected insights, improving the overall business results.

A visionary mystery shopping program brings international standards to the corporate day to day activity, monitoring quality in all its dimensions and generating added customer satisfaction.

The business benefits of strategic research campaigns are countless: a more competitive brand, better employee productivity and even EX, increased customer loyalty and retention, business optimization results, etc.

INDUSTRIES that rely on smart mystery campaigns

• Retail
• FMCG
• Finance & Banking
• Telecommunications
• Insurance
• Healthcare
• Automotive
• IT&C
• Energy
• Real Estate
• HORECA
• Entertainment

INTELLIGENT PROFILING

We customize every mystery shopping assignment to best simulate an actual customer encounter.

This means that our Shoppers, Secret Agents as we like to call them, are selected based on both their social background and professional skills, and more importantly on how well they match the client’s business needs and targeted market.

SHARP RESOURCES

We like to be extra careful, so we periodically test the Shoppers in order to check if they fully understand their role and have assimilated all the specific information required by each project.

Even more, by designing genuine shopping scenarios, you will gain insights as to what your customers’ experience is really like.

More than 3500 Mystery Shoppers allow us to implement projects throughout the country and even abroad. Our network is constantly expanding and improving.

Seeing the cracks is the first step to business leadership.
Our expert team is here to help scan your business in order to limit vulnerabilities and maximize strengths. Reach Out for a complimentary audit talk and project briefing.

PROCESS OVERVIEW

Stage 1. Project Design
The preparation stage focuses on: setting up and agreeing the questionnaire and the visit scenarios together with the client, selecting and training the Mystery Shoppers, and LIVE testing of the scenarios (by conducting validation visits).

Stage 2. Implementation & Live Feedback
After the test visits are validated by the client, we launch the project, the actual visiting (or mystery calling) program. Our highly-trained field representatives monitor and evaluate key business locations, gathering important data, insights, and feedback that will help improve customer experience.
After each completed visit, the Shopper goes through a telephonic interview or video call with the project manager, who fills out the questionnaire in a dedicated Online Application. This way the client can easily see how the project is going.

Stage 3. Data Processing & Analysis
The final stage of our research projects consists of smart data processing and generating a complex report containing centralized data, analysis, qualitative comments and recommendations. The results are processed using our own tailored software, these are available online for review 24/7, in the “Access Your Research Data” section from this website.
Upon request, our advisors can design a performance optimization action plan along with the needed CX experts and implementation tools.