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- Mystery shopper
You have a wide variety of inspection options at your disposal, taking into account the specifics of your business.
From 10 minutes to several hours, up to more than 100 evaluated parameters
Calls, visits, communication via email and messenger
Photos and audio recordings as part of reporting materials
Convenient interactive online reporting
Thanks to the professional organization of mystery shopping checks and convenient reporting, you will be able to:
Improve the quality of customer service, Increase customer loyalty and satisfaction
Increase the number of repeat orders, increase profitability of sales
Increase the level of employee motivation
Get an assessment of your business through the eyes of customers and new competitive advantages
Cost of tests (indicative):
The cost of inspections includes the following:
- Development of an assessment form
- Scenario approval
- Briefing
- Carrying out an inspection (call)
- Quality control
- Online reporting
- Multi-level access to the portal
- Handling appeals
Visit (without prior call)
Suitable for shops, dealerships, when the buyer can come at any working time without prior agreement.
Call + messenger / e-mail
Often carried out by dealerships, as well as in the luxury retail, banking and real estate segments.
Such checks are also often carried out in the B2B segment
Visit with preliminary call
Such checks allow you to analyze several stages of working with the buyer at once.
Most often they are carried out by car dealers, fitness clubs, developers and medical institutions.
What determines the cost of a mystery shopper verification?
The cost depends on the requirements for the mystery shopper (for example, should he come with a car, what it should look like, what he should understand, etc.), the type of inspection, the targeted program and the number of inspections.
Request a call back and we will provide you with a commercial offer tailored to your needs within 24 hours!
Mystery shopper profile
Difficulty of verification
Duration
Type of check
Under what conditions can you get the maximum benefit from mystery shopping research?
- Mystery shoppers match the buyer profile of our Customers
- Mandatory briefing before each test, including role-playing games and, optionally, certification
- 100% quality control
- Transparency and anonymous work with appeals on the part of the agency
- Convenient and interactive online reporting
- Evaluation forms are designed by customer service experts
Project stages
Preparation
- Address program
- Evaluation Forms
- Preparing a portal for online reporting
- Selection and training of mystery shoppers
Carrying out
- Carrying out inspections taking into account the schedule and targeted program
- Quality control
- Interim online reporting
- Appeals
Summarizing
- Итоговая отчетность (онлайн и в формате презентации)
- Сравнение с результатами предыдущих периодов
- Определение приоритетов для следующего исследования
- Уточнение проектного инструментария (при необходимости)
Улучшения и следующие шаги
- Carrying out work with evaluated employees
- Planning the next wave of research
What could be the alternative?
Interviewing real customers by phone after interacting with your company
Listening to audio recordings and watching video recordings of working with customers
- Each buyer has different expectations, goals and previous experience, so you need to conduct research on a fairly large sample
- The buyer will not be able to make an assessment on as many parameters as a mystery shopper does (fewer details)
- +Allows you to find out real customer opinions
- -Typically performed in-house and therefore distracts administrative staff from other tasks
- -Various communications are assessed, and not always taking into account previous contacts
- -Usually there is no good system for data analysis
- +By ensuring a high proportion of controlled communications and conducting a good analysis of the results, this approach will allow you to obtain good statistics
- +Can be used in combination with customer surveys
Reporting on the results of inspections carried out
The results of research conducted using the mystery shopping method will allow you to pay attention to those aspects of customer service that require improvement and take the necessary actions in a timely manner.
Online reporting
- Convenient and informative visualization of each check
- Multi-level access
- Automatic notifications
- Appeals
Отчет в формате презентации
- Focus on the most important results
- Specific recommendations for improvement
Reporting materials
- Audio recordings
- Business Cards
- Photos
Special offer
Первая проверка по телефону – бесплатно!
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Vector Market Research is a center for creating and managing benefits
Due to the fact that since 2006 we have not only assessed the quality of customer service, but also developed and implemented standards for the quality of customer service, as well as provided training in customer service and sales, by contacting us you can count on receiving new competitive advantages.
The product offerings of many companies are now quite comparable, so it is the quality of service that makes your company special!
Own interactive portal (questionnaire entry, quality control, appeals, schedules, uploads, etc.)
Unique database of secret shoppers
We will choose secret shoppers who will look like your real clients. Probably, some of them will become your real customers.
24/7 support
Dedicated quality control team for prompt responses taking into account different time zones
Fast start
From project confirmation to first inspection – from 2 days
Expertise
We create and implement quality standards for customer service, teach sales techniques
We are proud that the results of our work have become part of the success of companies such as
It remains to discuss the next steps
Sign up for a free online consultation with an experienced customer experience expert.
After consultation you will receive:
Commercial offer
Free performance check of your employees by phone
Assessment form guidelines
Questions and answers
Remember that being a mystery shopper should not become your main activity, as this risks making you biased towards everyone you check. But as a part-time job, this is a great opportunity to earn extra money, learn something new and contribute to the development of quality customer service!
The purpose of the checks is not to “catch” the employee, but to show how customers are actually served and increase motivation. Often, knowing that each visitor may turn out to be a secret shopper, employees begin to work better.
Most often, secret shoppers are used for verification in companies that pay great attention to the quality of service, for example:
- Car dealers
- Restaurants and hotels
- Sports clubs
- Travel companies
- Banks
- Insurance companies
- Retail Stores
- Beauty salons and barber shops
Mystery shopping is a useful method if the research is carried out in an appropriate capacity.
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