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Mystery Shopping is a unique tool for objective and customer-oriented performance measurement.
- Undercover "mystery shoppers" are seeking advice at the point of sale, monitor situations and measure defined criteria
- Objective evaluation of the customer's perspective using realistic test scenarios
- Review of compliance with standards or process evaluation
- Identification of specific strengths and weaknesses during the advisory service, sales and customer service
- Objective: Increase the quality of processes, advisory service, support, presentation of products, etc.
Mystery shopping supports the management and development of service quality.
The instrument is particularly suitable in order to verify compliance with requirements at customer interfaces (service standards, appearance, product placement and advertising in retail, behavior during the checkout process, etc.).
The data collected by our skilled and experienced mystery shoppers can:
- form the basis for continuous internal and external benchmarking
- serve as a basis for training or
- be used as a starting point for quality development.
A link to incentive systems can be of interest for sales competitions amongst other things.
We are happy to discuss possibilities of using mystery shopping for your business and develop a unique and sustainable approach.
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