Mystery Shopping is a method used to evaluate the quality of customer service given at a particular establishment or outlet. It uses specially trained people who visit the location pretending to be ordinary customers. The main principle of the mystery shopping method is seeing the business through the eyes of a potential/actual client.
Almost 85% of all companies across the world use Mystery Shopping technology to take control of their locations and improve their customer service.
How it works:
Mystery shoppers visit the outlet posing as actual customers and interact with staff based on a pre-agreed scenario. They then complete an evaluation form. This form is based on the company’s customer service and operating standards. It includes open and closed questions and contains comments and the mystery shopper’s impressions of the establishment.
The visit is also documented using audio, photo and printed evidence.
Before submitting the results to the client company, each evaluation is thoroughly reviewed by 4Service employees.
With this service, you will receive:
Mystery Shopper benefits with 4Service
We use our extensive experience to serve you at all stages of the process, during its establishment, development and adaptation. We will create a special project for you, designed to solve your customer service issues, while taking into account your priorities.
Mystery shopping is recommended as one of the tools used as part of an integrated program to assess customer service quality: real customers’ surveys, Social Media, Sarafan.
The combination of different evaluation methods ensures that assessments are objective and no important customer service components are missed.
Competitive intelligence Competitive intelligence (or competitive mystery shopping) is the process of studying and analysing the activities of a competitor. How it works: A mystery shopper makes a visits to an outlet owned by your company and to neighbouring outlets of your competitors. The same mystery shopper makes all of these visits. They then make their evaluation based on the outcome of a specific scenario and the questions on a single questionnaire. In addition to the evaluation form...
Motivational Mystery Shopping is a tool used to stimulate the supply of additional services and/or goods or the sales of specific products. If you want to achieve an instant sales growth of between 30 and 50% this month, it could be a good idea to involve employees in the “game” and motivate them to make additional offers to EVERY customer, rather than every tenth customer. 4Serivce also offers a unique tool that has proven to be effective in more than 50 different cases. Sales...
Mystery applicant This is a way to monitor and improve your recruitment and adaptation process. If you lack qualified candidates, or the ones you hire do not stay long at your company, it is important to examine your company through the eyes of an applicant. The mechanics: Under the guise of a real applicant, the agent submits his/her application to the company and goes through all the stages of recruiting. During this process, the mystery applicant evaluates the: Company presence on...
believe that SMS alerts are much more informative than a call from a company.
of customers consider messengers to be a modern tool for communication with a company
the profits of brands that have implemented personalization
of the respondents are more likely to choose the brand that offers a personalized approach
of millennials are bought from those they know.
of customers expect to be supported on social networks
Web Social Media
of the respondents prefer to buy using a smartphone, because it saves time
of staff make the management or their HR manager aware of their mental health and any issues they may be experiencing with it.