How Mystery Shopping Works
Who and What are Mystery Shoppers?
Our goal is to work with as many Mystery Shoppers as possible to deliver insights that closely reflect the genuine customer perspective for each client. By gathering a diverse range of viewpoints, we can provide tailored, industry-specific evaluations across a variety of sectors, including retail, hospitality, healthcare, education, transport, government services, and more. These evaluations are conducted through multiple channels such as in-person visits, online shopping, website interactions, social media engagement, and telephone enquiries.
The feedback provided by Mystery Shoppers is invaluable for shaping strategies that enhance customer satisfaction, build loyalty, and drive operational excellence. This approach empowers businesses to thrive and grow in today’s highly competitive landscape.
COLLABORATION
Working in Partnership
Personalised Services
Delivering a personalised service is at the heart of our company ethos. By collaborating closely with clients, we ensure that every program is tailored to align with their unique business model and objectives.
Partnering with us means more than just identifying areas for improvement, you’ll gain a program designed to transform staff behavior and effectively address the challenges uncovered.
All programmes include:
- An opportunity to be involved in key decisions during programme design.
- A project manager with relevant industry experience.
- A dedicated project team from design to delivery.
- Regular updates from the team and regular review meetings.
Test Compliance
Competitor Analysis & Pricing Insight
Assess Customer Experience
Reward Teams
Embed Company Training
Drive Positive Behaviours
Ensure Brand Consistency
Product Testing
Test Social Media Responses
Flexible Solutions
It’s not just shopping
Mystery shopping is an incredibly versatile tool that not only offers an objective way to measure business performance but also encourages positive behaviors within teams.
It provides valuable insights into the customer experience while serving as a powerful solution for improving it.
No matter the industry—whether it’s transport, healthcare, or business—mystery shopping can be tailored to any product or service.
With a large network of over mystery shoppers spanning diverse demographics, we can match your typical customer profile to deliver more detailed and meaningful feedback.
Programme Design
We believe the design phase is the cornerstone of a successful program.
To ensure its effectiveness, we take the time to deeply understand the typical customer journey, capturing insights at all key touchpoints.
We craft the program methodology and assessment forms to collect the precise data needed to achieve your objectives.
The most impactful programs are those where staff have been actively consulted and, ideally, involved in shaping the assessment criteria they’ll be evaluated against. To support this process, we offer guidance, resources, and materials to help facilitate collaboration and engagement.
01
Recruit
Every day, we welcome numerous new sign-ups to our panel and gather detailed information through a series of questions to create their unique “shopper profile.”
02
Brief
Mystery shoppers receive a detailed brief outlining all the requirements prior to conducting their assessment.
03
Brief
Shoppers conduct their assessments, enabling real-time data collection while maintaining discretion.
Use on PC or Mobile App
Generate Trend Charts
Review Most Common Answers and Comments
Highlight Attention Areas
Analyse by Question
Embed Company Training into the Assessments
Coaching Plan Dashboard
Print, View, PDF or Email Assessment Forms
Unlimited Users with Tiered Access
Reporting Results
Actionable Data
Our team of experts goes beyond delivering assessment results – they provide valuable insights and actionable recommendations to help you drive continuous improvement.
The program is designed to inspire performance growth within your teams, and we’ll work alongside you to achieve and surpass your customer experience goals.
Easily access all your Mystery Shopping data in one centralised location through our cutting-edge reporting mechanism
Additionally, our Data Analysts and customer experience specialists can create customised reports tailored to your specific needs and aligned with your company branding for a seamless experience.
Face to Face (Including Video and Audio)
Telephone (Including Recorded Calls)
Website
Social Media
Live Chat
Live Call Monitoring
Real Customer Feedback TellUsFirst
Benchmarking
Auditing (Overt and Covert)
FIND OUT MORE
Request Information
If you’re ready to enhance your business’s success and service, simply share a few details about your goals, and we’ll get back to you to help make it happen!
Wendy’s
Address
Main Office
Contact Us
Phone : 01-8187033
Mobile : 087-2371256
Email: enquiries@mystery-metrics-com