Mystery
Shopper
"Mystery Shopper" is a method in market research, employed to collect targeted information about products and services, all while assessing the quality of customer service. This approach enables companies to acquire thorough and detailed feedback on the customer experience at various touchpoints, including retail or customer service points. The evaluations extend beyond these points to cover the interactions with competitors, recruitment processes, human resources practices, and more. This whole methodology empowers businesses to gain nuanced understanding of their performance across diverse functions, ultimately facilitating improvements and enhancing overall customer satisfaction.
On-Site Evaluations
Our shoppers visit each and every branch, wherever is located to experience the customer perspective. We take into account all aspects of the service, starting from the storefront, passing through the security personnel, the customer service area, and/or the checkout counter.
These on-site visits allow us to have an indicator of service protocols, product knowledge, employee presentation, waiting times, the overall condition of the agency or branch, and more. The entire process is recorded with audio and video, (If authorized by the employee) providing our clients with audiovisual material to offer more robust feedback to their employees.
Online
Shoppers reach out to your company by engaging in digital interactions through your website, emails, social media, app or even WhatsApp.
That's why it's absolutely critical to keep a close watch on these channels, as your customers use them to find out about your services, schedules, and/or locations. Monitoring these platforms via Mystery Shoppers helps us understand how your team communicates in terms of response times, friendliness, product knowledge, and more. Otherwise, this could potentially lead to a loss of potential customers.
The entire process is documented through screenshots of the information gathered across various digital platforms, so the client has visual evidence to provide solid feedback to their staff. Alternatively, failure to address this issue may result in the potential loss of customers.
Phone / Call Center
Our mystery shoppers connect with your company's call centers, sales team, receptionists, and assistants over the phone. Through inquiries, information requests, specific case handling, and everyday transactions, we assess service protocols, welcome and farewell scripts, customer service, product knowledge, and more.
The entire process is recorded to provide the client with audio material, offering more robust feedback to their employees.