What is it and how it works
Mystery Client is a methodology for verifying customer satisfaction, the application of company standards, and the quality perceived by customers. For those who become professional mystery shoppers, it's a fun way to earn money while shopping or using a service.
More technically, it is "a tool to evaluate the services and products offered by a company from the customer's point of view".
The mystery shopper visits stores, behaving like an ordinary customer: in this way you can identify and evaluate the quality of services, procedures, employee behavior, merchandising and product quality, through the "eyes of the customer".
Our shoppers are able to better understand the quality of services provided by the sales network.
MC activities can be performed:
- in person
- at retail stores
- by telephone
- by browsing e-commerce websites
- with hidden cameras
- by speaking with staff and other customers
The Mystery Client helps you understand:
- product knowledge of the front line
- staff capacity
- compliance with company sales procedures
- staff loyalty
- the condition of retail locations and displayed merchandise
The process begins with the creation of a check list developed together with the client using industry quality standards and competitor analysis and company procedures that must be followed.
Immediately after, the sample of shoppers is defined to be used in order to ensure that the shoppers are as representative as possible of the identified target customer base: this is the characteristic that makes Mebius the best partner for your research. Our register includes over 30,000 qualified shoppers so that we can provide staff capable of correctly evaluating the service that our clients offer.
The survey is then conducted: the data is available on our web portal in the format chosen by the client and you can continue for subsequent cycles, measuring progressive improvement.
Want to know more?
If you need to evaluate our services, contact us - our sales manager will contact you during the day
CONTACT USMystery Shopping is used in all types of companies: from Large-Scale Retail, to Banks, Call Centers, Clinics, Hotels etc.
The Mystery Shopping book
Request for free the Mystery Shopping book by Fabrizio Checchi — tips, best practices and checklists to improve your sales network performance.