Customised Mystery Shopping Programmes
Each research programme we undertake, on behalf of our clients is custom built. Each client has unique research requirements and objectives, hence each programme is tailored to their specific needs and business objectives.
Trained mystery shoppers can assess restaurant, hotel, supermarket, or any type of retail store to evaluate their experience as an actual paying customer. Mystery shopping should not be viewed as a ‘spying tool’ but instead should be used as an effective tool to encourage or incentivise positive changes in staff behaviour. Regular use of mystery shopping can ensure the changes occur long term.
Other benefits or uses of Mystery Shopping:
- Effective ongoing monitoring of customer service levels within the organisation.
- Fostering a strong awareness of the importance of customer service in your organisation.
- Motivating your staff to provide a consistently high quality of service.
- Opportunity to ensure that overall organisational standards and customer service
policies are being adhered to.
- Ability to identify any potential flaws or weaknesses in your current organisational
setup.
- A better understanding of the perceptions you are fostering amongst your customer
base.
Types of mystery shopping services that we currently offer:
Mystery Visit to business premises– The objective of the assement can include all or a combination of the following:
- Phyiscal audit eg: approach, signage, parking, window display, store condition, store layout, ambience etc.
- Staff eg: presence, appearance.
- Staff Customer Service
- Staff Product/ service knowledge
- Staff selling skills
- Staff process (including Close of Sale)
- Competitor Analysis.
Video Mystery Shop – store visit is captured by covert recording camera.
Audio Mystery Shop – Store visits is recorded using a miniature covert audio devise.
Mystery Phone Call - phone call (usually recorded) focusing on response times and the level of service received.
Accompanied Mystery Shop - visit accompanied by a researcher who observes the shopper’s behaviour.