Mystery Shopping

Mystery shopping can provide impartial insights into the consistency of your brand and the effectiveness of your customer experience programmes across all communication channels.

Objective customer service questions deliver an honest, unemotional view of what real customers experience and perceive when they interact with your business.

Open questions help explain customer reactions and add an emotive component to the data.

You can use this combination of insights to make meaningful changes and improvements where they matter most.

How does it work?

1. We work with you to understand your objectives and recommend the best way to meet them.
   We custom design each questionnaire to capture every measurement you require.
2. Many clients combine our mystery shopping techniques to ensure omni-channel compliance and consistency.
   Methods include telephone and web enquiries and branch/store physical visits.
   (For property clients we also offer market appraisals and appointment viewings)
3. We have a 28,000-strong shopper database which we select from, matching the most suitable shoppers to each job.
4. The shopper notes the entire interaction with your business from the moment they initiate contact or enter the building.
   The output is presented in a comprehensive report and can be supplemented with digitally recorded audio or video footage
5. We create bespoke reporting and analysis delivered via an app-based results portal, together with any audio/video files for easy access.