Mystery Shopping
Mystery Shopping
Mystery Shopping is a methodology deployed by a market research firm or company to obtain information about a subject under review. A person can be hired called the mystery shopper, who goes to the location or business, poses like real customers and takes notes its observation and documentation. It may be as simple as a phone call, online, assesses the quality of service, specific behavior, pricing. The mystery consumer’s specific identity and purpose are generally not known by the establishment being evaluated
Mystery shopping assignment would involve customer service skills, selling skills, how well employees are adopting specific behaviours, whether certain practices are followed and much more.
Similarly, Mystery shoppers may actually purchase a product, ask questions, register complaints or behave in a certain way, and then provide detailed reports on their experience to Client who engaged them.
The work of the Mystery Shopper may be to examine the operational aspect of a business in terms of cleanliness, maintenance.
In other cases, Mystery Shopping may be to evaluate compliance with local laws by a company by its head office. Customer service and operational standards are also measured by it.
We provide mystery shopping, independent performance evaluation and service compliance review using our skilled personnel to deliver results. We support your company in conducting customer satisfaction surveys, getting feedback on what happens on the shop floor, business performances and employee feedback from the outside.
Mystery shoppers perform specific tasks such as purchasing a product, asking questions, registering complaints or behaving in a certain way, and then provide detailed reports or feedback about their experiences.
In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and has become a key element of business strategy. Poor customer service affects your bottom line.
Mystery Shopping has been used to improved customer service, quality of service and regains lost market share as employees are put on their toes to always put up acceptable behavior at all times.
Service business such as hotels, schools, financial institutions, car shops, etc has successfully used it to their advantage. In Nigeria, Dealers to the Major GSM Providers have also used it to track their members who violate the agreement between them to sell at specific prices and locations.
Sales have been increased with service gaps found and remedied.
We will work with you to review the best methodology to provide the best feedbacks and take corrective actions. We use of 5-stage consulting methodology to ensure that you are provided with results that meet your requirement. We share our work plan with you before implementation.
Our service may include any of the following:
Calling to make use of the service
Visiting as a Guest
Purchasing the products
Seeking advise
Making Complaint
Reviewing your competitors’ Competitive Advantage
Review compliance with Standards
Using Secret Videos, Photos
Benefits of Mystery Shopping
Increased customer satisfaction and thus more regular customers, as well as the advantage of attracting new ones
Increase in customer satisfaction, attraction of new customers
Profits, Sales and Market Share Increases
Employee’s compliance with company standards are assured
Employees are motivated to always be professional to all customers
Strengthens customer-employee relationship and benefits the customers.
Weaknesses in service delivery spotted and corrected before it is too late
Business Planning, Customer service standards revision are supported.
Supports understanding, anticipating customer value and why they buy faster.
We provide mystery shopping, independent performance evaluation and service compliance review using our skilled personnel to deliver results. We support your company in conducting customer satisfaction surveys, getting feedback on what happens on the shop floor, business performances and employee feedback from the outside.
Companies that require swift, reliable and dependable feedback depend on us for results.
Qeeva Advisory support its customers in customer experience management. We have over 500 independent mystery shoppers and auditors.
Our team is dedicated to helping our clients track and improve customer experience.
Companies that require swift, reliable and dependable feedback depend on us for results.
Contact Matthew Ogagavworia, FCA, CFAN on +234 802 320 0801 or ogagavworia@qeeva.com