Mystery Shopping
– secret customer
Table
of contents
- Mystery Shopping research technique – characteristics
- Usefulness of Mystery Shopping research
- Mystery Shopping research – what might it look like?
- Mystery Shopping research – examples
- Mystery Shopping research – benefits
- Our Clients
- Why choose our offer?
- Mystery Shopping research – our standards
- Mystery Shopping research – our capabilities
- Mystery Shopping research – Price list
- FAQ
Mystery Shopping (MS) is a variation
of mystery customer research conducted
at retail or service points.
Mystery shopping research is one of the best techniques for determining customer satisfaction with the quality of services provided. Using this technique, we can assess the level of satisfaction or dissatisfaction of contractors/end-users, with particular emphasis 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 point of view, it is not only the product that is important. What also matters is the way in which it is sold, the service, and the appearance of the facility – i.e., factors affecting satisfaction and loyalty towards the manufacturer/service provider. Mystery Shopping research is intended to support the creation of a positive company image. How? By providing reliable information about the quality of services provided. The best way to obtain this type of information is to conduct research in real-world conditions.
The Mystery Shopping method allows for the assessment of:
- physical and technical features of the customer service facility, such as cleanliness, functionality, display and availability of products, including promotions;
- prices of products in the store, including both their level and visibility;
- the level of service in relation to established standards and procedures;
- additional features of customer service, such as staff commitment and politeness, as well as knowledge of the products offered to customers;
- the complaints and returns procedure;
- the quality and reliability of the information provided;
- the ease of contact with the service provider.
This technique allows for the quick collection
of verified information about the quality of service.
Mystery shopping research conducted by the auditor involves meticulous observation of employees from the consumer’s perspective. The observer takes on the role of an ordinary client and performs the tasks specified in the research scenario.
The mission of the mystery shopper is to carefully observe the entire customer service process. They participate in the arranged situation (sale, purchase, advice, complaint, etc.) and use direct contacts with the service provider to measure the quality of the service.
The auditor’s task is to ask questions, listen carefully, and pay attention to the aspects indicated in the procedure scenario (from the use of polite forms by the service provider to the quality of the information obtained). One of the tasks of a mystery shopper is to analyse service standards – whether the employee being evaluated meets the applicable standards.
Research conducted using the Mystery Shopping technique
can be successfully used in every sales or service point.
MS testing is necessary in the case of:
- sales/service networks that have service standards, such as banks, gas stations, hairdressing or beauty salons, supermarkets, and restaurants;
- companies/institutions that wish to implement a service standard.
The research may be detailed or focused on a specific aspect of customer service.
MS survey is an indispensable method of obtaining information about the quality of customer service. In this type of research, complete confidentiality is ensured, which means that the entities being surveyed are not aware that the person they are currently serving is a mystery shopper. The knowledge obtained through the study allows for:
- verifying the level of service quality in real-world conditions, both with and without applicable standards,
- diagnosing the strengths and weaknesses of the facility,
- conducting a detailed assessment of the facility and its employees,
- obtaining data to develop service quality standards,
- introducing improvements and innovations,
- determining the most important elements affecting customer satisfaction,
- identifying areas of competitive advantage,
- diagnosing gaps in employee competencies,
- assessing compliance with applicable company standards,
- creating new service standards or improving existing ones,
- optimizing the training system,
- implementing a bonus system and an internal employee evaluation system,
- obtaining results quickly.
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 boast 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 Shopping research – our standards
We conduct Mystery Shopping studies according to the highest standards of the research industry. We are audited annually by the Interviewer Quality Control Programme and hold a relevant certificate.
We also possess the international ESOMAR certification.
Mystery Shopping research – our capabilities
We have a nationwide network
of trained auditors who act
as various customer profiles
of a given outlet, including age, gender, and membership
in specific subcultures.
The study can also be conducted
by multiple auditors.
We survey all types of sales/service points, such as:
- petrol stations,
- banks,
- government offices,
- educational establishments,
- small and large retail outlets,
- pharmacies,
- beauty salons,
- medical facilities – clinics, hospitals.
Mystery Shopping research – Price list
Our Mystery Shopping surveys are designed to gather insights that help formulate and further implement the objectives of companies or institutions. Therefore, they are tailored to meet our clients’ needs regarding research sample, scope, and subject matter.
Since the price depends on the specific parameters of the research, we encourage you to contact us for a detailed quote for our services. We are happy to answer your questions and provide a quote for the service you are interested in.
FAQ
Mystery Shopping involves various types of research where an auditor takes on the role of a customer. It is used to assess the quality of service in retail outlets, service companies, and specific departments (e.g., sales, customer service, or sales representatives).
A “Mystery Shopper” is someone who anonymously evaluates the quality of service by acting as a regular customer.
A Mystery Shopper is an independent auditor responsible for closely observing the entire customer service process. They take part in a staged scenario (such as making a purchase, seeking advice, or filing a complaint) and evaluate the quality of service through direct interactions with the service provider.
Mystery Shopping is used in any situation where customer service involves direct interaction with customers.
Typically, a Mystery Shopping session lasts anywhere from a few minutes to about an hour.
We support all the industries
