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 market research method used to measure the quality of services, compliance with standards, or simply to gather specific information about products or services. The service can be performed on-site, online, or through a call center.
Secret shoppers are an important part of conducting a mystery shop. These are individuals with high communication skills who contribute to improving the quality of services by performing mystery shops. All secret shoppers are thoroughly familiar with the shopping scenario, in which they purchase a product or service, inquire about specific information, file complaints, or behave in any other way that will help capture staff interactions.
Our mystery shoppers are individuals with diverse professional backgrounds, from various European locations, with a high level of communication and critical thinking skills.
Before each mystery shop, mystery shoppers are intensively instructed 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.
We carefully design scenarios in close cooperation with the client, and they differ in type, length, and level of detail.
Sample scenario draft
Shown on the right is a sample scenario draft for the automotive industry, where we assess the salesperson’s interaction in a “trade-in” situation and the general organization of the premises.
In addition to the automotive industry, we can also assist you with conducting mystery shops in other areas, such as wholesale, banking, insurance, call centers, and many other areas.
Because we want to offer our clients a high-quality service, we intensively prepare and check all our mystery shoppers.
The mystery shopper, young (around 30 years old), appropriately dressed, is buying a new or used vehicle. He currently owns a 4-year-old vehicle of brand: 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 stock exists) and then enters the new vehicle showroom.
He is interested in purchasing a new vehicle (specific model) and is prepared to trade in his old vehicle for a new one. He lets the salesperson offer him a trade-in himself. If the salesperson does not ask him about a trade-in, the buyer mentions it only after the salesperson has already presented an 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 shop is the Mystery Shopping Report. The report covers all the requirements of the mystery shop and other data about the location and criteria used.
All areas that were the subject of the assessment are further explained in detail and equipped with graphs, KPI tables, and maturity levels – all with the aim of better presenting the recorded situation.
The goal of the report is a detailed presentation of the entire shopping experience, taking into account high ethical standards.
Each mystery shopping report presents KPI factors that show the results of each area, as well as maturity graphs that clearly present the areas where improvements are needed.
We design KPI factors and desired states in close cooperation with the client so that we can capture realistic goals compared to the current situation.
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