We conduct service quality checks for companies through the eyes of customers. This independent and discreet service provides insight into the actual customer experience.
Mystery shopping is a part of market research used to measure service quality, compliance with standards, or simply to gather specific information about products or services. The service can be performed on-site, online, or via a call center.
Mystery shoppers are a crucial part of the mystery shopping process. They are individuals with strong communication skills who contribute to improving service quality by conducting mystery shopping. All mystery shoppers are thoroughly familiar with the shopping scenario, which they use to purchase a product or service, inquire about specific information, file complaints, or behave in any other way that helps capture staff interactions.
Our mystery shoppers are individuals with diverse professional backgrounds, from various European locations, possessing strong communication skills and critical thinking abilities.
Before each mystery shopping assignment, mystery shoppers receive intensive training on the scenario, the client’s background (if necessary), and their ethical responsibilities. On average, we spend up to 5 hours per mystery shopper for preparation/mystery shopping.
Scenarios are carefully designed in close cooperation with the client, varying in type, length, and level of detail.
Sample Scenario Draft
To the right is a sample scenario draft for the automotive industry, where we evaluate the salesperson’s interaction during a ‘trade-in’ and the general tidiness of the premises.
In addition to the automotive industry, we can also assist you with mystery shopping in other areas, such as wholesale, banking, insurance, call centers, and many other fields.
To provide our clients with high-quality service, all our mystery shoppers are thoroughly prepared and vetted.
A mystery shopper, young (around 30 years old), appropriately dressed, is purchasing a new or used vehicle. They currently own a 4-year-old vehicle of make: xx, model: xx, purchased locally (not imported) with a full service history.
The mystery shopper first (5-10 min) checks the used vehicles in stock (if available) and then enters the new vehicle showroom.
They are interested in purchasing a new vehicle (a specific model) and are willing to trade in their old vehicle for a new one. They allow the salesperson to offer the trade-in themselves. If the salesperson does not inquire about a trade-in, the shopper mentions it only after the salesperson has presented the offer for the new vehicle.
The report is prepared based on a questionnaire completed by the mystery shopper immediately after visiting the location.
MYSTERY SHOPPING QUESTIONNAIRE (sample page)
The final product of each completed mystery shopping assignment is a Mystery Shopping Report. The report covers all requirements of the mystery shopping and other data regarding the location and criteria used.
All assessed areas are further explained in detail and equipped with charts, KPI tables, and maturity levels – all aimed at better presenting the recorded situation.
The goal of the report is a detailed presentation of the entire shopping experience, adhering to high ethical standards.
Each mystery shopping report presents KPI factors that show the results for each area, as well as maturity charts that clearly indicate areas requiring improvement.
KPI factors and desired states are developed in close cooperation with the client to capture realistic goals compared to the current situation.
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