FAQ
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.
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.
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 UTILIZE the internet to evaluate performance of internet related TRANSACTION. which typically involves measuring email responsiveness to CUSTOMER ENQUIRY FROM THE 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.