Service Evaluation Concepts

Mystery Shopping

Mystery Shopping provides the "eyes of the customer and ears management". We assign Certified Business Analyst (CBA's) from our Expert Global Panel into your or your competitors' locations, posing as a typical customer, to evaluate any customer touch point. Unlike the methodologies used in mainstream market research mystery shopping attempts to gauge the service delivery process instead of the service result.
Evaluate Service Around The Globe (IMSA) How Mystery Shopping Can Help You How SEC Mystery Shopping Services Can Help You Retain Current Customers Attract New Customers Improve Customer Service Enhance Customer Loyalty Measure, Monitor & Maintain "Non-Negotiable Standards" Enhance Employee Selling Skills Identify & Reward Best Practices Identify Training Needs Reduce "Current Customer" Complaints Increase the Average Sale Increase the Number of Sales Transactions
To launch a Customer Experience Optimization (CEO) solution and specifically one that includes a Mystery Shopping component requires guidance obtained from asking real customers in your target market and the stakeholders who interact with them, your front-line employees. This identifies non-negotiable standards or vital elements that result in a profitable lifetime value of a customer. Said another way, understanding customer expectations and aligning front-line execution is good business.