We'll determine the quality of your services...
Want to know the real level of the services or goods you provide?
Are you looking to have satisfied customers who are happy to become repeat customers and who enjoy using your services?
We offer this professional service based on personal and professional experience.
Mystery shopping is an effective marketing method for identifying deficiencies at individual operations -
where staff come in direct contact with customers by having a fictive customer make a purchase.
We are able to measure the level of services that are provided and the parameters of the behaviour of your staff using a scenario prepared in advance. We'll assess your operation from an objective perspective and notify you of all the details of our findings.
Before any in-person visit, we first check and evaluate communication over the phone and the effectiveness of your website.
Parameters that can be monitored over the phone:
- receiving calls - introduction and addressing the customer
- determining customer needs and requests
- response to customer requests
- the seller's delivery and communication skills, ability to convince the customer
- getting the customer's contact details
- offering services, products and promotions
- overall impression of the phone call
We evaluate the following from websites:
- how quickly a user can orient to your website
- the simplicity of using your website
- fulfilment or lack thereof of the intended purpose
- recollection of individual elements on the site
- website structure
- the most common "errors"
- poor navigation caused by the site itself
- too much text no one reads
- too many distracting elements (banners, flash)
We check the following during in-person visits:
- navigating to your place of business
- exterior appearance and parking options
- number and names of employees in the place of business
- the length of time until an employee notices the customer
- the overall approach of your staff, their appearance and preparedness
- analysis of customer needs
- individual communication between an employee and a customer
- cleanliness of the store or point of sale and amenities
- offered services and types of products
- quality and price of goods or services
- knowledge of the range of products or services, advantages, promotions and discounts
- arguments used by the employee when offering services and presenting goods
- professional and sales skills of employees
- professional behaviour of employees
- handling complaints and claims
- up-selling and accessory product selling techniques
- if employees encourage customers to come back and visit again
- overall level of communication of all employees at the place of business
- compliance with company standards regarding the offered good or service
- compliance with measures designed to prevent losses and protect confidential information
These details make it easy to specify areas for improvement and propose specific processes to help increase efficiency and quality at your place of business. Specialised inspections can be repeated on a regular basis with the regular assessments acting as the launching point for major increases in the level of services and goods you provide.
Types of inspections:
We inspect the quality of customer care using the following techniques:
- observation (orientation, visual inspection of the environment)
- interview (employee communication and approach)
- purchasing a product/ordering a service (the sales skills of employees, handling products)
- testing a product or service (quality and functionality)
- making a complaint against a product or service (communication, speed of resolving complaints and employee willingness)
Why choose mystery shopping:
- Only 2 out of every 10 customer have the time and willingness to bring shortcomings to the attention of a manager or owner
- The costs of acquiring new customers are much higher than retaining existing customers
- Every dissatisfied customer will share their negative experience involving a provided service with at least five acquaintances, who are likewise potential customers
Reasons customers leave for the competition:
- Low quality product or service - 13%
- Poor customer service - 68 %
- Other reasons (e.g. production or product support ended) - 10 %
- Competitive advantages - 9 %
Source: Mystery Shopping Providers Association, Author: Mark Michelson
How often should mystery shopping be repeated?
Our experience shows that mystery shopping is most effective if repeated 2 to 4 times a year. At least 3 to 4 visits should be conducted during each wave of visits in order to garner a relevant base of information to evaluate, compare performance over time and define specific trends. Ample space should be set aside to verify all sales staff.
Services our customers use:
- retail stores
- restaurants and food service establishments
- hotels and other accommodation providers
- wellness and spa facilities
Interested in our services?
Please contact us for more information or to set up a face-to-face meeting.