We put ourselves in your customer’s shoes and provide you with impartial information without conflicts of interest.
Mystery Shopping
A Mystery Shopper is an evaluator who shows up at the point of sale acting as an ordinary customer; among the objectives that a Mystery Shopper evaluates are:
- The greeting, the friendliness, and the general attitude of the employees.
- The display of products and placement of advertising material.
- Presentation of food and beverages in the case of restaurants.
- Sales process, mention of promotions and benefits.
- Interior and exterior image of the store.
Our secret evaluators assess the customer experience:
- In store
- Over the phone
- Online
Among the main benefits of applying constant monitoring through Mystery Shoppers are:
- Increase customer and employee loyalty: companies that focus their efforts on generating an extraordinary experience for their customers have higher rates of buyback and recommendation by word of mouth, besides, they benefit from a better work environment and provide to collaborators the emotional incentive of being part of a company recognized for its service excellence.
- Boost sales: Through frequent supervision of Mystery Shoppers, managers can ensure that their staff is well trained, shows a sales attitude, offers seasonal products and services, mentions promotions and seeks to cross-sell.
- Reduces costs and wastage: secret client audits allow detecting and correcting the incorrect use of company assets, wasted supplies, while reinforcing loss control strategies such as avoiding omissions to the sales record and other dishonest behavior.
Mystery Shopping is a powerful tool that allows you to direct the efforts of your collaborators towards clear and measurable objectives; secret customer evaluations do not only show a photograph of the performance at a given moment, they also indicate precisely what needs to be done, the attitudes and activities that sales and service executives must develop to carry out their activity successfully.
Benchmarking
Today’s economic openness, and the rapid changes in market conditions, make it vitally important to have information on the strategies of competitors to ensure the validity of the value proposition.
However, researching the data, on different brands, in dispersed locations, and while the day-to-day tasks are being carried out, is a difficult task, do not worry, we can help you.
Thanks to our secret client comparisons, you can have the information of your interest in the palm of your hand. We investigate:
- Prices and promotions
- Image and display
- Service standards