A mystery shopper acts as a real customer visiting a store and communicating with the sales staff adhering to a scenario that has been prepared in advance. After the mystery shopper has visited the point of sale and collected information, he or she fills in an evaluation form that is based on the company’s customer services and standards. This includes open and closed questions and contains the mystery shopper’s comments and observations. The visit can be photo-documented and, if requested, the report can include other contents. Every evaluation is thoroughly reviewed before sending its findings to companies and clients.
We make use of our experience in every phase of the process, during the planning, development, execution and evaluation. We follow the consumer model in which the mystery shopper is chosen in line with the client’s customer profile, and one and the same mystery shopper is not be sent to the same point of sale more than once. With such an approach it is possible to compile different opinions and subjective assessments to make better decisions. Our mystery shoppers have been trained in several phases, thanks to their previous experience and to the quality assessments of their evaluations we make sure that our clients can confidently choose mystery shoppers for their industries and scenarios. Through mobile phone applications and automated processes, evaluation results are available within 48 hours after registration.
As a result of regularly performed checks during the process and a constant communication, the quality of the data obtained in mystery shopping projects is secured, which ensures the accuracy of the final reports. The analytics we offer includes not only statistical data but also various analyses and indexes (correlation, regression, NPS, etc.), recommendations for practical application and expert opinions.
The combination of different rating methods and the inclusion of important customer service elements ensure that the importance of an objective evaluation is duly taken into consideration.
Motivational mystery shopping is a tool that is used to stimulate the offer of additional services and/or products or the sales of specific products.
Its purpose is to increase the current sales growth rate by engaging employees and motivating them to make additional offers to every single customer. A sales growth up to 50 % may be achieved this way.
This method is used to monitor and improve recruitment processes. It comes into use when companies are facing challenges due to a lack of qualified candidates and difficulties in finding them. Its goal is to minimize the costs of finding and keeping employees. For this reason, it is important to interview the company that is looking for new employees.
Under the disguise of a real applicant, the agent (potential mystery employee) submits an application to the company, goes through all steps of the recruitment process and rates those steps afterwards by evaluating:
After the process has been completed, we will send you our findings and special recommendations regarding the recruitment process, which can facilitate the process of hiring and keeping employees and thus cut business expenses.
Why choose this method?
We also have a set of tools to further diagnose problems and the results of anonymous employee satisfaction and engagement surveys.