What is Mystery shopping
Mystery Shopping is known by many names. Secret Shopping, Performance Evaluations, Service Monitoring, Quality Auditing, Service Investigations, Frontline Evaluations, just to name a few.
Mystery shopping by any name can be defined as the evaluation of the shopping process from the point of view of the average customer. Trained shoppers pose as potential/actual customers, visiting or calling businesses to assess the customer buying process and report back on their experiences in a detailed and objective way.
Mystery Shopping provides companies with a means of monitoring service from the consumers' perspective. It gives management the ability to be the proverbial "Fly on the wall". For companies in competitive industries where product pricing and assortment are no longer unique selling propositions, customer Service is often the key to success or failure. Consider the following well known marketing mantras:
Why customers leave...
- 69% Poor Service
- 13% Product Dissatisfaction
- 9% Competitive reasons
- 5% Other Friends
- 3% Move Away
How it works
We will customize a program for you which will monitor your employee’s performance and integrity in an effort to acquire and retain new and current customers. Our programs help to detect, identify, and correct potential problems before they materialize into actual problems for your business, which could lower customer satisfaction and decrease profitability. We can also help to monitor franchises in order to check their compliance to contracts.
Report Delivery
We assist our clients in developing fully customizable reports which could incorporate any amount of scored attributes as well as narrative questions for shoppers. We are able to modify questionnaires at any point in the project and put help links throughout the questionnaire to assist shoppers with any questions that may arise. This system is highly flexible and can be easily and quickly configured to match your desired data report.
Services include:
 | Customized Reporting & Graphing |
| Ad-Hoc Queries |
| Email Triggers |
| True Geographical Alignment |
| Forms / Scoring / Validation |
| Importing / Exporting |
| Login / Security Management |
| News Area |
Scroll down for detailed explanations
Online Reporting may include:
Customized Reporting & Graphing - Reporting will summarize any set of shops based on any criteria. Shows totals, counts, and averages for virtually any information about shops. Users can easily create and view graphs while viewing any report page.
Queries - Can create queries which search for specific information about shops and locations. Able to save queries for re-use later.
Email Triggers - The system can automatically email users or appropriate managers about shops that met any specific criteria. This helps to notify and alert proper people to report submissions, results of reports, or unusual findings
True Geographical Alignment - Our system can organize locations and shops based on geographic regions, districts, etc. You are able to define your areas with any depth you wish, and alignment information can change based on dates, periods, or other criteria. Managers only see the shops and reports they are supposed to see.
Forms / Scoring / Validation - Able to choose any style of questioning for your forms. Scoring is highly flexible, easily handling complex scoring such as calculative, dependency, and cross-index scoring. The validation is highly flexible for this system - answers can be required, required if, etc.
Importing / Exporting - Able to import and export data from nearly any format. Exports can be automatically generated and emailed on a scheduled basis.
Login / Security Management - Create unique logins for new users and assign features they are allowed to use.
News Area - Important information for end clients and/or company staff can be posted directly to the main menu of any project.
All Mystery Shops are delivered securely utilizing our robust Online Reporting System which is adaptable to both large and small businesses.
For large business in particular the reporting and distribution aspects of our system is unparalleled. The system allows you to track your businesses results globally; divisions, regions, districts, and specific locations in any category. You can have reports and graphs produced immediately for review. The reporting can be distributed and downloaded to the appropriate people in the proper hierarchy in virtually any format (PDF, Excel, Access, etc.)We assist our clients in developing fully customizable reports. This system is highly flexible and can be easily and quickly configured to match your desired data report.