Mystery Shopping

Mystery Shopping is a powerful business growth tool, to increase revenue through sales performance improvement. It provides independent assessment of the effectiveness of your customer experience programmes across all communication channels.

Measure performance on:

• Telephone Enquiries
• Email, web-forms and live chat
• Social media and referral partners
• In store, branch or home visits

Benchmark your team and processes against best-in-class customer service criteria, and identify immediate revenue driving improvement opportunities.

How does it work?

1. Pick the Mystery Shopping programme that best suits your needs. (We can help you do this)
2. We prepare scenarios, questionnaires and assessment media, based upon your brief
3. We choose the most suitable from our 28,000-strong UK-wide shopper team and assign your brief to them
4. Shopper notes their entire interaction(s) with your business from the moment they initiate contact all the way through to final outcomes
5. They use video and audio recordings, plus detailed written reports and completed questionnaires, all for your scrutiny
6. We deliver bespoke reporting and analysis to you via our app-based results portal, enabling instant focus upon the business improvements which will drive greatest impact.