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 performance 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 triggering customer satisfaction.

Here are just a few of the direct business benefits: state-of-the-art evaluation tools for both products/services and employees, business growth by maximizing the company’s strengths and lowering its weaknesses, increased competitiveness, customer loyalty & retention.

INDUSTRIES which grow through mystery shopping:

• 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 1.250 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 scan your business.
Contact us today for a no obligation customer experience briefing.

GENERAL PROCESS

Stage 1 - Project Design
We begin with the preparation stage, which consists of agreeing the questionnaire and the visit scenarios together with the client, selecting and training the Mystery Shoppers and live testing of the scenarios (validation visits).

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 the kind of data and feedback that will help improve customer experience.
After each completed visit, the Shopper goes through a telephonic interview with the project manager, who completes the questionnaire in the designed Online Application. So, we provide real time feedback to the client every time exceptional situations occur.

3 - Data Processing & Analysis
The final stage of our research projects consists of data processing, reporting, analyzing, qualitative comments and recommendations. The results are processed using our own tailored software and are available online for review 24/7, in the "Online Application Access" section.
Upon request we can also define the action plan for performance improvement and offer assistance and tools for implementation.