Mystery Shopping
In the highly competitive world of today, where the level of customer service provided really does count, more and more commercial, public, and voluntary sector organisations are discovering the true benefits of using mystery shopping. It’s a world where a vast amount of money is spent on advertising and marketing, and yet very few companies know just what happens when their customers make contact with their staff?
Mystery shopping is one of the most effective methods of evaluating any customer interaction and enables you to appreciate the process from a customer’s perspective.
Mystery shopping can be used to test product knowledge, sales skills, complaints handling, and politeness of staff, refunds procedures, complaints and any after sales follow up mechanisms.
The results of mystery shopping research provide clients with the ability to objectively view reality, and to accurately identify individual, as well as organisational strengths and weaknesses. This then saves them both time and resources in implementing training strategies, modifying systems and processes or dealing with many other service related issues. In turn, this leads to improved customer satisfaction, increased sales and better customer retention.
Video Mystery Shopping
Video Mystery Shopping is the latest and most powerful way of experiencing the reality of service being delivered to customers. It is the best way to monitor and measure these experiences against any prescribed service standards or sales processes.
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Telephone Mystery Shopping
Many potential customers will have their first dealings with a company over the phone. Telephone mystery shopping helps ensure that all-important, good first impression.
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Physical Mystery Shopping
Physical Mystery Shopping is a valuable tool that provides an accurate account of the interaction between staff and customers. It is a performance evaluation process that enables clients to examine results from a customer’s perspective.
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Internet & Email Mystery Shopping
Within an ever-changing world of technology, increasing numbers of your customers will be contacting you by email or via the internet. Understanding the experiences of potential customers accessing your website, or making an email enquiry, is an essential performance measure to inform effective business management.
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