Mystery shopping

There are many tools to evaluate the employees’ performance, depending on the type of business: mystery emailing, mystery calling and mystery shopping. We collect objective assessments through well trained Mystery Shoppers which act as real customers and validate the performance of front-desk employees. We can also draw statistical comparisons to your nearest competitors or even gauge your performance against the industry average. Overall, we can chart your service performance and help you exceed your goals or set new benchmarks within your industry.

The aspects that Mystery Shoppers look for:

• how long it takes before the Mystery Shopper is greeted
• how was the mystery shopper treated during the visit
• the types of products shown
• cleanliness of store and store associates
• speed of service
• follow up after the visit
• particular aspects depending on business/client

Customer Satisfaction Survey

Turn customer survey data into actionable results that will improve your business on several fronts and ultimately increase the profitability of your company.

Mystery Shopping Agency conducts detailed customer satisfaction surveys that provide in-depth voice-of-customer responses. We then help turn those survey findings into coaching and training programs that improve the way your business performs – all across your retail chain.

Customer satisfaction is essential to the survival of your businesses. The best method of finding out whether your customers are satisfied is to ask them.

What we offer:

• Programs customized to meet your specific needs
• Immediate feedback and analysis

Benchmarking

Benchmarking means looking outside a particular business, organization, industry, region or country in order to examine how others achieve their performance levels and to understand the processes they use. In this way benchmarking helps explain the processes behind excellent performance. When the lessons learned from a benchmarking exercise are applied appropriately, they facilitate improved performance of the company.

Here are some of the benefits of benchmarking:

• it allows you to assess your performance;
• it facilitates the understanding of the processes which support strategy formulation and implementation in increasingly competitive environments;
• you get to measure against and compare with other institutions or organizations;
• it encourages the discovery of new ideas through a strategic look;
• it strengthens institutional identity, strategy formulation and implementation;
• it allows you to set new standards for the institution and sector.

What we offer:

• price studies on different industries;
• Performance and sales process evaluation in different industries.

Market research and analysis

Market research and analysis can help you define your market, assess your customers' changing attitudes and gain competitive intelligence. Good market research and analysis reduces the risk of making the wrong decision. So, whether you wish to launch a new product, extend an established brand, plan market diversification or simply assess a current situation or trend, Mystery Shopping Agency can provide the solutions.

What we offer:

• Brand impact studies
• Product testing