Mystery Shopping services

With all our Mystery Shopping services we first establish the key issues to be addressed for the client, the geographic reach of the programme and the timescale available.

As a small company we can react very quickly and even undertake a single site visit at very short notice if required.

Personal Mystery Shopping

With this service one of our trained Mystery Shoppers will make a visit to your shop, restaurant, office or practice posing as a real customer, following a pre-determined, individual script.

After the visit they will record the responses by your staff and enter them onto the assignment questionnaire.

We will report on factors such as:

• how your staff welcomed the 'customer'
• the smartness of the employees
• the standard of cleanliness
• efficiency and speed of service
• the accuracy of information supplied
• adherence to your customer service manual
• staff selling skills
• the general attitude of the staff

The visit can be recorded on video for a clearer understanding of how you staff interact physically with your customers. Click here for more information

Many clients ask us to visit their competitors using the same scenario and to score them against the same criteria.

Postal Mystery Shopping

This service evaluates the purchase process from initial contact by telephone, email or mail through to the delivery of the product or information required. In this multi-channel world your customers may research on-line, see the product in store, order a brochure by telephone or email and then order online, by telephone, fax or mail.

Our Mystery Shoppers will call, write or email for a brochure or product and then report on the efficiency of your customer services.

They will report on issues such as the:

• speed of delivery
• appearance of the package
• accuracy of the contact details
• correctness of the contents
• service follow-up
• overall impression of the purchase process

Online Mystery Shopping

Increasingly popular with our clients, this comprehensive service highlights all areas of the online experience for your customers.

We will score your website across a wide range of criteria, from usability and accessibility through to data security and ease of purchase.

Many clients ask us to 'visit' their competitors' websites using the same scenario and to score them against the same criteria.

Our Mystery Shoppers will report on key issues such as:

• Accessibility
• Usability
• Speed of download
• Navigation and content
• Broken links
• Technical problems
• Ease of ordering
• Integration with off-line customer services
• Comparison with competitor websites

Security focused Mystery Shopping visits

Dwindling takings, cash shortages, reduced margins, stock loss are all indications of a security issue within your company. If not stopped, such occurrences can prove fatal for the long term survival of a business.

Our trained Mystery Shoppers are highly observant and will act out scenarios to test the honestly and integrity of your staff, identifying the key areas for concern.

We will report on issues such as:

• till procedures
• staff honesty
• cash handling
• test purchases
• adherence to purchase procedures
• loss prevention advice
• risk assessment
• store layouts

The visit can be recorded on video for a clearer understanding of how you staff are really handling your takings. Click here for more information.

Telephone Mystery Shopping

The telephone is very often the first contact that your customers have with your business or organisation. How your staff answer enquiries may make the difference between whether the customer buys from you or not.

This important service will identify such key issues as how:

• quickly the call was answered
• efficiently the call was handled
• directly the call was dealt with
• well staff dealt with transfers
• easy it was to understand
• knowledgeable and professional the team member

Our Mystery Shoppers will make a purchase and report back on how:

• easy it was to make a purchase or booking
• forcibly a sale or booking was pursued
• quickly the item was delivered or booking confirmed
• any specific customer service issue was handled
• any follow-up was undertaken

The calls can be recorded for a clearer understanding of how you staff are really handling your takings. Click here for more information

Customer Satisfaction Surveys

Frequently customer satisfaction surveys are undertaken in response to a perceived problem or opportunity, perhaps falling sales, reduced footfall or checking the standards being achieved in a new branch.

Our research team will uncover exactly what the problems are in your business or organisation and where the key issues lie.

We will report on key criteria such as the:

• attitude of your staff
• appearance of your premises
• satisfaction of your existing customers
• likelihood they will return
• potential improvements
• value for money
• level of personal service

All the above services will be tailor made to your requirements yet will provide the answer to increased profits and customer retention.