Mystery Shopper Programme
Uncover opportunities to drive customer experience innovation in your organisation by investing in a bespoke Mystery Shopper Programme.
Mystery Shopping is direct and truthful feedback from our trained ‘customers’ (also known as mystery shoppers) – to measure out how organizations deliver and perform on Brand Promises across their markets, and branches be it over the phone, digital or in person
- Makes employees aware of what is important in service delivery
- Improves customer retention
- Complements market research and customer survey initiatives
Mystery shopping is a great way to identify inconsistencies and contradictions in service delivery. When a company has numerous outlets, it is crucial that the brand is upheld across the board; mystery shopping provides the footage and the analysis to compare different regions and areas.
It is often the case that employees who have worked at a company for a long time can become ‘home-blind’. The company looks totally different from a new customer’s perspective. In this way, mystery shopping provides invaluable data for competitive analysis.