Video Mystery Shopping

Video mystery shopping is a very valuable performance tool and one of the most powerful ways of experiencing the reality of how your customers are being treated by your staff.

It is the best way to monitor and measure the real customer experience against your company's sales procedures and service standards, providing an accurate and unbiased account of the interaction between your employees and your customers.

It identifies the 'gap' between how you believe your customers are being treated and the reality of the customer experience.

Used well, video mystery shopping can result in major improvements in customer service and so to increased sales.

Each video assignment is conducted by one of our team of trained video mystery shoppers. Their real life experiences are captured via hidden recording equipment and are supplied to our clients on DVD, together our usual extensive report on each visit.

Our video mystery shopping reports include film of:

• The customer welcome
• Staff sales presentation
• Facial expressions
• Verbal and non verbal body language
• Staff compliance with sales procedures and service/safety standards
• External store appearance
• Internal store merchandising

We can also visit your competitors, using the same equipment and score them against the same criteria.