Mystery shopping
The mystery shopping service allows you to look at the company's service processes through the eyes of the customer and provides an opportunity to improve the quality of your customer service. Secret evaluation reflects the real situation of how the customer has been served at a particular moment and in your chosen situation.
Learn how we can improve control over the quality of customer service when it is virtually invisible and unknown, to maximize the return from each customer!
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Research methods
Secret valuation methods are applicable to valuation in both B2B and B2C segments:
- secret evaluation, call, website, e-mail;
- face-to-face evaluation;
In addition to the company's own people, products, processes - covert valuation can be used to analyze competitors' customer service, as well as to be able to study the fulfillment of the company's own criteria in a competitor's company.
Roadmap and results
The survey is conducted using a covert assessment method - during a customer service quality survey conducted by carefully selected and pre-trained anonymous individuals - mystery shoppers imitate daily customer visits to sales, customer service locations or remotely using remote communication!
The mystery shopper immediately enters each valued object into the system and fills in the quality of the pre-defined requirements and evaluates other conditions. Each face-to-face conversation is recorded and handed over to the customer together with the overall project evaluation report and conclusions/recommendations!
