Company‘s success highly depends on its employees, i.e. on their professionalism, ability to work with customers, and provide satisfying service. This leads to customer satisfaction with the company and its products or services. Also, it strengthens customer loyalty.
What is a "mystery shopper"? It is a research method that allows to evaluate the behavior, service culture, and professionalism of your employees. Furthermore, it determines your clients' experience and satisfaction with the service of your company.
During the research specially trained "mystery shoppers" visit the trading or service centers, express their interest in products or services, communicate with the personnel, and form the impression they are willing to become a user of the product or service. Taking into account the research objectives, they can ask for information, buy a product or service, visit the place only once or continue the communication during several visits.
During the research a number of criteria are tested, such as knowledge about the product or service, ability to follow the service standards, timing, service culture, loyalty to the company, etc. The list of these criteria is formed in accordance with the research aims and Client's requirements. It is possible that several "secret customers" visit the same target place.
We offer Mystery Shopper tests for different sectors: retail traders, bars, restaurants, or other services providing companies (banks, tourism agencies, etc.). This method can be applied for the analysis of Business-to-Business type of companies as well.
Usually, Mystery Shopper tests are applied as a part of bigger projects, such as customer satisfaction or personnel researches. Mystery Shopper tests provide much of important information for the improvement of customer service, and allow you to keep your existing clients as well as attract the new ones.
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