Mystery shopping can be defined as the use of individuals trained to experience and measure any customer service process, by acting as potential customers and in some way reporting back on their experiences in a detailed and objective way. It differs from other research techniques in that the evaluator does not declare his/her presence and the participant is unaware at the time of the interaction that it is in any way different from a normal customer contact. Ideally results from this technique should be used more for directing training and for rewards schemes rather than for disciplinary purposes.
We can undertake any element of mystery shopping, be it in an office/reception environment or an actual retail outlet, we can covertly inspect/test your staff to ensure they are capable of the work they are employed to do.
We will submit a detailed report to you when the investigation is completed.