Mystery E-mailing
– secret customer
Table
of contents
- Badanie techniką Mystery E-mailing – charakterystyka
- Usefulness of Mystery E-mailing
- Mystery E-mailing study – what might it look like?
- Mystery E-mailing – examples
- Mystery E-mailing – benefits
- Our Clients
- Why choose our offer?
- Mystery E-mailing – our standards
- Mystery E-mailing – our capabilities
- Mystery E-mailing – Price list
- FAQ
Mystery E-mailing (ME) is a variation
of mystery shopper research
conducted via email.
Mystery shopping is one of the most effective techniques for assessing customer satisfaction with the quality of services provided. This method allows us to evaluate the level of satisfaction or dissatisfaction of contractors/end-users, with a particular focus on service quality.
The research is conducted in real-world conditions by independent auditors who assume the role of customers and visit a specific facility.
The audit is carried out according to a detailed scenario.
From the consumer’s perspective, it is not only the product or service that matters. The method of sales, service, and after-sales support also play a crucial role in influencing satisfaction and loyalty towards the manufacturer or service provider. The Mystery E-mailing study aims to support the building of a positive company image. How? By providing reliable information on the quality of services offered. The best way to gather this type of information is to conduct research in real-world conditions.
The Mystery E-mailing method allows to assess:
- the response time to an inquiry,
- whether the presented offer is comprehensive,
- whether the offer addresses the stated problem,
- whether it includes all CSQS elements,
- whether the email answers all the questions asked.
This technique allows for the quick collection
of verified information about the quality of service.
Mystery e-mailing involves contacting a controlled company or institution via email. Auditors send inquiries or requests for quotes. Various aspects are examined, including response time, product knowledge, and the level of interest in the customer’s issue.
Research conducted using the Mystery E-mailing technique
can be successfully applied to any entity offering sales
or remote services.
ME studies are essential in the following cases:
- sales/service networks with established service standards, such as banks, telecommunications providers, and energy service providers;
- companies or institutions seeking to implement a service standard.
The research can be detailed or focused on specific aspects of customer service.
ME research is an invaluable method for obtaining information about the quality of customer service. In this type of research, complete confidentiality is ensured, meaning that the surveyed entities are unaware that the person receiving the service is a mystery shopper. The insights gained from ME research enable:
- verifying the level of service quality in real-world conditions, both where applicable standards exist and where they do not,
- diagnosing the strengths and weaknesses of the facility,
- conducting a detailed assessment of the location and its employees,
- collecting data to develop service quality standards,
- implementing improvements and innovations,
- identifying the most crucial factors influencing customer satisfaction,
- recognizing areas of competitive advantage,
- diagnosing competency gaps among employees,
- assessing compliance with company standards,
- creating new service standards or improving existing ones,
- optimizing the training system,
- introducing a bonus system and an internal employee evaluation system,
- quickly obtaining results.
To date, we have had the opportunity to work with various institutions and companies interested in obtaining statistics in specific areas. The research conducted was aimed at helping them advance their plans and attract new clients.
Why choose our offer?
We have been conducting social and marketing research since 1996. Thanks to our high-quality standards, professionalism, and extensive experience, we can maintain a high rate of returning clients.
We also regularly attract new satisfied customers who benefit from the research we conduct.
As specialists in this field, we deliver better results for the companies we work with.
We would be happy to answer any questions and suggest the most suitable research option for your specific needs. We also invite you to explore our full range of services.
Mystery E-mailing – our standards
We conduct mystery shopping research according to the highest standards of the research industry. We are audited annually by the Interviewer Quality Control Program and hold a relevant certificate.
We also possess the international ESOMAR certification.
Mystery E-mailing – our capabilities
We have a nationwide network
of trained auditors who can assume any customer profile
at a given location, considering age and gender.
We examine all types of sales and service points, such as:
- companies,
- banks,
- offices,
- educational institutions,
- medical facilities – clinics, hospitals.
Mystery E-mailing – Price list
The research we conduct using the Mystery E-mailing technique aims to gather knowledge that is helpful in formulating and implementing the objectives of a company or institution. Therefore, the studies are tailored to meet our clients’ needs regarding sample size, scope, and subject matter.
Since pricing depends on specific services, we encourage you to contact us for a detailed estimate. We will be happy to answer your questions and provide a quote for the service you are interested in.
FAQ
Mystery E-mailing involves research conducted through email, where auditors assume the role of customers. This approach monitors the quality of service at sales points, service companies, and specific departments (such as sales, complaints, or sales representatives).
“Mystery Shopper” refers to a secret customer who assesses the quality of service provided by a business.
A Mystery Shopper is an independent auditor not affiliated with the service provider. Their role is to carefully observe the entire customer service process. They participate in a planned scenario (such as a sale, purchase, consultation, or complaint) and evaluate the quality of service through direct interactions with the service provider.
Mystery E-mailing studies are applicable in any situation where a service provider communicates with customers via email.
We support all the industries
