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BESPOKE MYSTERY SHOPPING PROGRAM DEVELOPMENT

Leading companies recognise the link between creating memorable customer experiences and driving loyalty, advocacy, retention, and future sales

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BESPOKE REPORTING

Our Mystery Shopping reports provide the information necessary for you to measure, manage, and improve the customer experience

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ACTIONABLE INSIGHTS

It is by discovering “What” your customer’s expectations are, and training your staff to meet those expectations, that you can begin to grow your business.

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MYSTERY SHOPPING

A powerful research tool. The ability to see your business through the eyes of your customers

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Welcome to WHAT SA THINKS. Discover how we can help YOU

ABOUT US

WHAT SA THINKS IS A FULL SERVICE MYSTERY SHOPPING AGENCY THAT HELP OUR CLIENTS VIEW THEIR BUSINESS THROUGH THE EYES OF THEIR CUSTOMERS

WHAT SA THINKS is fast becoming an information solution provider serving top international brands to small and medium sized businesses nationwide.  The company is based in Cape Town and operates throughout South Africa with a local field force in the major metropolitan areas.  With access to thousands of mystery shoppers on our database we are able to deploy mystery shoppers in all regions at any time and deliver actionable, accurate, and relevant results to our clients, helping to drive outstanding bottom-line performance.

Our objective is to help businesses achieve a competitive advantage within their marketplace and for this reason we abstain from offering off-the shelf solutions.  We instead apply a collaborative approach where we encourage custom made solutions for each client

COVERAGE

Our team has measured customer experiences in all provinces in South Africa. We train our shoppers on your brand and your assessment program before they are deployed.

EXPERT DIRECTION

We design personalized customer experience measurement programs for leading brands, as well as companies in the retail, fitness, food and beverage industries to name just a few.

RESULTS

Our team has developed a powerful quality reporting platform, enabling us to tailor scoring, reporting, and dashboard views based our client needs.

WHAT WE DO
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PLAN

We plan and customize every facet of your Mystery Shopping program through the lens of your business to ensure the resulting intelligence is both relevant and actionable to your stakeholders.

DESIGN

We utilize a flexible questionnaire structure that offers a core component dedicated to monitoring and tracking the most significant drivers of the customer experience.  Taking this into account, the questionnaire is designed, based on core evaluation criteria.

EXECUTE

With a network of thousands of  mystery shoppers across South Africa, we guarantee shopper coverage and availability wherever and whenever you do business. We will manage shopper selections based upon the ideal demographic of your business.

INSIGHT

Unlike receiving raw data that isn’t easy to translate into critical actions and decisions; the data we collect is analyzed and turned into actionable feedback

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COMPLETED ASSESMENTS
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MYSTERY SHOPPERS
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HAPPY HOURS

OUR SERVICES

YOU CAN’T IMPROVE WHAT YOU DON’T MEASURE

ON-SITE MYSTERY SHOPS

You can't improve what you can't measure

ON-SITE MYSTERY SHOPS

It is by discovering “What” your customer’s expectations are, and training your staff to meet those expectations, that you can begin to grow your business.


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What is On-Site Mystery shopping?


On-Site Mystery shopping programs are designed to provide companies with valuable information that they may use to improve their business, service or product. Mystery shopping is a research method based on customer experience aimed at gathering detailed information which is difficult to get in traditional satisfaction surveys among customers. Trained individuals pose as real customers to confirm employee adherence to company policy, specific behavior standards, associate selling skills, facility cleanliness and quality of products. Shoppers complete a survey following their shop to provide the most accurate information possible.


 How does it work?


The mystery shopper will pose as a customer and secretly evaluate all aspects of a location. In acting as a customer, the employees will not realize they are being evaluated and, unlike a planned visit from the head office, the atmosphere will be more relaxed and will provide a natural look at how a business truly operates


 Mystery Shopping allows you to:



  • Evaluate staff performance against company service standards

  • Test staff members product knowledge

  • Evaluate staff members selling techniques

  • Identify bottlenecks

  • Check whether staff comply with company procedures

  • Evaluate the effectiveness of training methods

  • Evaluate whether staff members are promoting specific campaigns


TELEPHONE PERFORMANCE MYSTERY SHOPS

Understand the customer call experience

TELEPHONE PERFORMANCE MYSTERY SHOPS

To reveal how proficient your telephone service is, our convincing mystery callers will telephone your personnel using a pre-planned dialog scenario and assess the response, manner and quality of service


What is Telephone Mystery shopping?


The person answering the phone is the front line of any company’s reputation, and everything they communicate directly impacts the decisions of someone choosing to do business with them or a competitor. Out Telephone assesments utilizes a survey to covertly evaluate the compliance with telephone procedures of an employee.


 How does it work?


Telephone mystery shopping calls are conducted by our experienced field-based telephone assessors, routed through our state of the art digital remote recording technology.  Once the call is completed, our telephone mystery shoppers review the audio and complete the questionnaire


 Telephone Mystery Shopping allows you to:



  • Evaluate staff performance against company service standards

  • Test staff members product knowledge

  • Evaluate staff members selling techniques

  • Identify bottlenecks

  • Check whether staff comply with company procedures

  • Evaluate the effectiveness of training methods

  • Evaluate whether staff members are promoting specific campaigns


INTERNET PERFORMANCE EVALUATIONS

Online customers are just a click away from the competition!

INTERNET PERFORMANCE EVALUATIONS

Your website is your storefront. It’s your first impression. We’ll help you find out if it’s doing its job.

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What is Internet Performance Evaluations?


WHAT SA THINKS internet performance evaluations solutions can help you continuously and accurately understand customer inquiries, website perception and interaction, as well as service support and response times across your online properties.


 How does Internet Performance Evaluations work?


Internet Performance Evaluations  are conducted by our experienced field-based cyber assessors.   We utilizes the internet to evaluate performance of internet related transaction. This typically involves measuring email responsiveness to customer inquiry from website. Your website is your storefront. It’s your first impression. We’ll help you find out if it’s doing its job. Our online mystery shoppers will click, scroll, explore, and order from your website, carefully evaluating every step along the way


Internet evaluations benefits:


A thoughtfully designed online and website Mystery Shopping program can support a variety of internal stakeholders in understanding and improving those elements of the customer experience and brand performance for which they are responsible:



  • Online Operations

  • Site Navigation

  • Online Marketing

  • The Purchase Experience

  • Online Sales

  • Interface/Information Architecture

  • Online Customer Support

  • On-line equiries


COMPETITOR SHOPS

Are your competitors doing it better?

COMPETITOR SHOPS

Our shoppers visit your competitorʼs stores to compare levels of service based on the same standards that you use within your organization.


What is competitor mystery shopping?


Competitor mystery shopping is where a client’s competitor is visited and information is noted on the same survey used by the client. Usually requested to compare customer service or pricing with a competitor. We provide an impartial means to measure and compare your company’s strengths and weaknesses against those of your market competition.


 How does it work?


Understand your competition! We can help by using mystery shopping to capture the marketing materials, sales strategies, service levels, promotion programs, and account opening processes of your competitors.


 How will it benefit your business?



  • Understand your competition

  • Find out how  your competition does it

  • Find how your customer service compares to your competitors

  • Enables you to identify gaps in the market for products, services or initiatives

  • Assists you to price your goods and services both competitively and strategically

  • Might give you ideas for new technology and methodology that could be applied within your own organisation


HYBRID MYSTERY SHOPPING

Measure every single touch point of your customer service journey.

HYBRID MYSTERY SHOPPING

Our Hybrid Mystery Shopping solutions can help you continuously and accurately understand the entire customer experience, along every customer touch point.

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What is our Hybrid  mystery shopping solution?


Many companies now interact with their customers on a number of levels, and understand that World-Class Customer Experience means delivering at every touch point. Our Hybrid mystery shopping solution, as the name suggests, involves mystery shoppers following the entire customer journey, from the on-line  to the telephone to a live experience.


 How does it work?


WHAT SA THINKS Hybrid Mystery shopping programs are at the forefront of priorities for leading brands everywhere. Successfully executing the delivery of an optimal customer experience along every customer touchpoint, in-store, online and offline, is emerging as a critical differentiator in defining long-term brand relevancy and financial sustainability. Our Hybrid Mystery Shopping solution can help you objectively veiw the the entire customer experience, along every customer touchpoint through the eyes of your customers.


 How will it benefit your business?



  • Evaluate the end-to-end shopper experience across the entire shopper journey

  • Identify and measure key drivers for an engaging shopping experience

  • Effectively measure the consistent delivery of your brand promise nationwide

  • Consolidate & analyze data from mystery shops into meaningful metrics

  • Provide actionable feedback for employees, tenants and partners to enhance the shopper experience


VIDEO MYSTERY SHOPPING

Revealing moments of truth

VIDEO MYSTERY SHOPPING

Capture staff attitudes, behaviour and body language


What is Video Mystery Shopping?


Video mystery shopping is the latest and most powerful means of experiencing the reality of your customer service and the best way to monitor and measure these experiences against your service standards and sales processes. When video mystery shopping is used as a direct coaching tool, organisations can expect to see real improvements in sales and service delivery. Video Mystery shopping is an invaluable training and coaching tool and can be used to evaluate staff attitude and behavior.


How does it work?


Our trained video mystery shoppers will enter a location wearing covert spy devices and video tape the entire in-store experience


 What are the benefits?



  • This is an ideal training tool for management in coaching, training and monitoring.

  • View customer flow and analyze performance gaps

  • Motivate your sales team and drive them to produce results

  • Video is highly effective in sales meetings and training seminars

  • A real, authentic, recorded customer point of view

  • Establish total awareness of your sales or business environment


BRANDS WE'VE SERVED
INDUSTRIES WE SERVE
  • RETAIL & SHOPPING CENTERS
  • FITNESS & BEAUTY
  • RESTAURANTS, FOOD SERVICE & DINING
  • HOSPITALITY -HOTELS & GUEST HOUSES
  • FINANCIAL SERVICES
MYSTERY SHOPPER CLIENT SERVICE TEAM
PROGRAM MANAGER

Our program manager will oversee your program design, and scoring. The program manager is responsible for ensuring that your reports are delivered to you on time and in full.

MYSTERY SHOPPERS

We select specific shoppers with experience in your industry and who fits your target customer. We then brief shoppers on the assignment, provide detailed guidelines and exlplain the scenario of the shopper visits.

EDITORS

WHAT SA THINKS perform multiple layers of quality control before entering final scores. When necessary, we follow-up with shoppers directly- to gain a more in-depth understanding if needed.

SUPPORT STAFF

We are always available for day-to-day questions and provide ongoing exploration and interpretation

MYSTERY SHOP YOUR BUSINESS TODAY
What gets measured gets managed and what gets evaluated gets the employees attention.
How can we help your business succeed?
Contact us today to learn more
How do your team handle customers who walk through your doors? Get answers today!
Are your competitors stealing your customers because of better services?
We can help you
Measure the impact of training programs and uncover opportunities to grow your business through better service
It takes one bad experience to lose a customer and damage your brand image.
Contact us today and get the answers you need
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FREQUENTLY ASKED QUESTIONS

What is Mystery Shopping?

Mystery shopping is the process of measuring and recording specific elements of the customer experience through the use of pre-recruited and skilled consumers (typically independent contractors) who serve as mystery shoppers. 

What is a mystery shopper?

Mystery Shoppers are sent to specific locations on a regular basis to conduct business as a typical customer; whether it be making an enquiry, a purchase, or telephone call. Shoppers then provide the business with independent and impartial feedback based on their interactions or observations detailing their experience. These reports are submitted to the company for review.

What are the different types of mystery shopping Programs available?

Competitive Shops: Shops in which a client’s competitor is visited and information is noted on the same survey used by the client. Usually requested to compare customer service or pricing with a competitor.

Customer Service Evaluation: Our skilled mystery shoppers pose as typical customers whilst observing and assessing the sales staff against pre-defined criteria.  After leaving the facility, the mystery shopper fills out a survey form regarding policy compliance, customer service, selling skills, facility appearance and/or product quality.

 Internet/Website Performance Evaluation: We utilizes the internet to evaluate performance of internet related transaction. Typically involves measuring email responsiveness to customer inquiry from website. Your website is your storefront. It’s your first impression. We’ll help you find out if it’s doing its job. Our online mystery shoppers will click, scroll, explore, and order from your website, carefully evaluating every step along the way.

 Merchandising Audits: Provides an accurate snapshot of the retail environment. Our mystery shoppers can overtly or covertly check   merchandising and point of purchase issues; including, but not limited to, the stocking, placement and pricing of specific merchandise and POP materials. Photographic evidence of POP materials and merchandise is included to ensure our clients can see what is happening at store level.

 Incentive Based Shopping Program: A mystery shopping program whose results may spur a reward to the employees who were shopped.

Telephone Performance Evaluation: Utilizes a survey to covertly evaluate the compliance with telephone procedures of an employee

Multiple Touchpoint (Hybrid) Mystery Shops: Objectively view the the entire customer experience, along every customer touchpoint through the eyes of your customers.

Video Recorded Shops: Shops in which video is recorded. Could be for either customer service or integrity.

What industries does WHAT SA THINKS mystery shopping assignments cover

WHAT SA THINKS performs mystery shopping assessments to many different sectors nationwide.

Please find below a selection of industries we serve:

  • Banking and finance
  • Beauty & Cosmetics
  • Fashion
  • Grocery
  • Clothing
  • Hospitality
  • Pharmacology
  • Real Estate
  • Retail
  • Telecommunication
  • Fitness
  • Hotel
  • Fast Food
  • Hair

Which regions does WHAT SA THINKS provide mystery shopping services in?

  Western Cape
  Eastern Cape
  Northern Cape
  Free State
  KwaZulu-Natal
  Mpumalanga
  Gauteng
  Limpopo Province (Northern Province)
  North West

LET’S GET TOGETHER

Give us a call or pop us a mail to learn more about our mystery shopping programs.

Phone : 073 195 6791 ( 8.30am- 17.00pm)

General Enquiries: info@whatsathinks.co.za

Mystery Shoppers: recruits@whatsathinks.co.za

New Business: colleen@whatsathinks.co.za

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