Mystery Shopping sounds exotic, doesn’t it?
Now just imagine how much exotic it sounded 15 years ago when we became the first company in the Post-Soviet space, which offered the Secret Shopper service to the business. Sometimes we had to explain that detective novel or tourism services had nothing to do with this, believe us.
Since then we became the biggest provider of the Secret Shopper service in Eastern Europe. 15 years of secret visits, concealed researches, thorough inspections and unbiased staff test-drives did not only raise our own service level but the service quality of our clients as well. We are sure that 1 million and 150 thousands visits of our shoppers have greatly contributed to making our environment more comfortable and the services more professional. So, if while reading this text, you found the term Mystery Shopping familiar, we can feel that it was partially own merit.
Now back to business. We will tell you in several words why you need the Secret Shoppers and how they can make your customers happier and your business more profitable.
Let’s start with the definition – what is it at all?
Mystery Shopping is when specially trained people with practiced eye and clear criteria of service evaluation visit your point of sale, establishment or organization acting as usual customers. They spot everything, imperceptibly note, evaluate and then honestly tell about their customer experience in a special report.
Customer Experience is a key term.
Basically, it is the total of your abilities to make your customers adore your business or to disappoint them.
This experience defines the level of customer’s satisfaction with your service and directly influences his decision about the first and the further purchases, as well as the reviews and recommendations that the customer will spread in his social circles.
We developed a set of criteria for thorough analysis of the customers’ experience, which we adjust to each specific situation. We also ensured that these criteria were effectively used.
4 efficiency bases of the technology Mystery Shopper application
A big strategic base
Smart-processing of the results
Compulsory and immediate integration
Our base of the trained and certified 4service agents includes more than 320 thousands people in different countries. Our Secret Shoppers complete three-leveled training, and the relevance of their reports is regularly controlled with the help of cross-project tendencies monitoring. The agents who tend to over- or understate the notes are sifted out.
The results processing and the use of the newest worldwide technologies are our particular pride
Thanks to its convenience and fast and quantitatively measurable effect of the program, Mystery Shopping is applied to various types of business, where there is direct communication with the customer.
What tasks do the companies solve with the help of Secret Shoppers?
The organization of concealed control mode which keeps the staff “fit”.
Allows detecting the defaults and focus the staff on their removal.
Possibility to motivate the staff to the specific actions which are significant to the Customer Experience and financial KPI
Encouraging the best employees and taking to the team’s arsenal the best practices.
Detailed learning of the strong and weak points of the competitors
The source of the necessary information for strategy development and investments direction
4service Secret Shoppers are the combination of service gourmets, secret agents and common people with unpredictable requests and mood changes.
It is a fine tool for exploring the service-climate of your organization, which allows to fully evaluate the impressions of your customers, to detect the problem areas and raise your customers’ loyalty to the new level. Therefore, your incomes as well.