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 Customer Service Evaluations Compliance Audits New Service Pricing Audits Human Resource (Hiring Practice) Audits Facility Assessments Point of Sale (POS) Layout Reviews Merchandise Displays (Signage) Competitor Evaluations Telephone Audits How SEC Mystery Shopping Services Can Help You
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.