Assessment Channels
HOW WE CAN ASSESS YOUR BUSINESS
Assessment Channels
We provide comprehensive solutions for compliance monitoring, performance enhancement, and customer experience analysis, employing various mystery metric and customer experience assessments to evaluate all touchpoints.
Our tailored and adaptable methodology, built on 10+ years of expertise, ensures we can meet your specific objectives across any customer interaction.
Face To Face
Non-Video (Standard)
Full Customer Journeys
Video Recorded Visits
Audio Recorded Visits
Audits (Overt and Covert)
Call Out Services
Over 350,000 mystery shoppers!
Full UK and Ireland coverage
Business to Business
What Is Face to Face Mystery Shopping?
Face-to-Face Mystery Metric assessments provide a crucial evaluation of customer service, sales skills, and compliance within physical locations.
Our trained mystery metric professionals, representing diverse demographics to match your customer profiles, interact directly with staff.
They discreetly perform tasks and engage as typical customers, delivering detailed feedback.
To enhance coaching, we offer audio and video recording options, allowing you to directly assess the customer experience.
Telephone
Response Testing
Mystery metric professionals, acting under specific scenarios, conduct telephone assessments to evaluate both adherence to company standards regarding phone answering protocols and the overall quality of the customer interaction. This method allows for a comprehensive understanding of how customer service is delivered over the phone. Our assessments have included evaluations of:
- Customer service lines
- Complaints lines
- Sales teams
- Individual Branches
Call Scoring
We can also analyse calls already recorded on your system. After listening to recordings, they are scored against agreed-upon criteria.
Response Times
Sales Journey and Techniques
Rapport Building & Information Provided.
Compliance
Available Products and Services
Transfer Skills
Service Quality
Product Pricing & Discounts
Competitor Insight
Social Media
Complaints
Quality of information provided
Enquiry Resolution
Direct Messages
Online Review Response
Screen Recording
Screenshots & Feedback
Usability Testing
Business to Business
Exploring the Practice of Social Media Mystery Metrics?
Response Monitoring
Significant resources are invested in guiding customers from initial awareness to brand loyalty.
It’s detrimental when customers encounter unexpected responses, necessitating consistent and reliable social media customer service to retain them.
Mystery metric professionals post comments on your social media platforms to evaluate response speed and quality.
They initiate social media inquiries with your contact teams, monitoring reply times, content, and the overall customer interaction.
Online
Usability Testing
Expert website analysts deliver key insights into initial customer interactions.
Qualified website analysts or mystery metric professionals complete specific tasks, navigating your website or mobile interface while recording their screens to allow for progress monitoring.
Review Assessments in Real-Time
Mystery metric professionals also activate webcams, displaying facial expressions, and provide verbal commentary on the process as they navigate.
Ease of Navigation
Information Availability
Response Times
Enquiry Handling
Purchase Process
Availability of Products
Usability of Web Page and Mobile App View
Chatbots / Live Chat
Competitor Insight
Timeliness of Replies
Content of Replies
Professionalism & Communication Skills
Information Accuracy and Depth
Friendliness and Rapport Building
Next Steps Explained
Follow up Offered
Business to Business
What Is Email Mystery Shopping?
Response Monitoring
Mystery metric professionals submit email or web form inquiries to your contact team, tracking reply times, content, and the overall customer experience.
We can arrange for inquiries from business email addresses for business-to-business assessments.
Supporting Materials
Mystery metric professionals include screenshots of their interactions to validate feedback, and they also provide copies of any materials received in response to their inquiries.
Address
Main Office
Contact Us
Phone : 01-8187033
Mobile : 087-2371256
Email: enquiries@mystery-metrics-com