Mystery Blogging

Mystery Blogging is a concealed and online customer diary.

SKOPOS NEXT recruits (mystery) customers who shop frequently in a given market or often use the requested service (e.g. in the food retail or in gyms).

The diary-customers do not follow a scenario and do not use checklists. They do their normal shopping. In the evening (the latest) of the shopping day, diary-customers can log in the SKOPOS blogging system. Each test customer has only access to a particular shop through an allocation of rights. He describes his purchase and his experience in the market in continuous text. Highlights are listed as short statements in the introductory text.

SKOPOS NEXT checks all entries on a daily basis and deletes inappropriate comments and structures the entries if required. Reviewed entries are released and available online. Store manager, district manager and other persons have only access to specific blogs through an allocation of rights.

• Mystery blogging doesn’t analyze standards but focuses on customer experiences and, therefore follows a qualitative approach.
• Focus is the acquisition of behavior and interaction between employees as well as between employees and customers.
• Unsatisfactory and excitement factors can be determined since reactions and feelings of diary-customers and / or other customers are recorded.
• Familiar processes, standard practice is described from a customer’s point of view, and tunnel vision is counteracted. The entries describe specific situations that allow internal discussion and possibly the derivation of concrete measures.

The acceptance of detailed and meaningful comments from staff is usually very high. After reaching a sufficient data base coding / counting is possible and, therefore quantification to a certain extent. The tool can be used for own stores as well as competitive analysis.

Want to know how mystery blogging can be used in your company? Please contact us now!