Customer & Employee Relationships: Ipsos Loyalty
Customer & Employee Relationships: Ipsos Loyalty

Mystery Shopping

Ipsos' Mystery Shopping provides companies with in-the-moment feedback on their service delivery, helping them drive improvement across all customer touchpoints.

Client context

Can you guarantee brand compliance across your business network?
How do you ensure that your customer experience strategies are being implemented correctly and uniformly?
What checks can you put in place to evaluate whether your employees are delivering on the brand promise?

Our solutions

With over one million mystery shopping tasks conducted globally, in more than 100 countries each year, we have helped implement customer experience strategies for many of the world's leading organizations.

Ipsos provides traditional face-to-face, telephone and online mystery shopping to all industries. Our mystery shop solution is administered through application of multiple technologies, including mobile app, audio and video recording.

All of our mystery shopping is completed by consumers who have passed our mystery shopper accreditation and who are well qualified and prepared to complete the relevant task.

Our industry-leading mystery shopping reporting app and web portal provides clients with access to their customer experience results whenever and wherever they need them. With dashboards, drill-down analytics, hot-alerts and customizable reports, our clients can easily digest our findings and share them with their businesses.

Case studies

A wireless retailer which assesses 1,000 locations a month was able to identify that greeting a customer quickly has the potential to drive a 10% increase in conversion to purchase.

By combining their mystery shopping and enterprise feedback management (EFM) programs onto one platform, a multinational retailer of auto and truck parts aligned their customer experience strategy and increased conversion rates. This resulted in over $500M in incremental revenue annually through performance management and closed loop customer feedback.

A national Canadian retailer uses Ipsos Mystery Shoppers to help them measure compliance processes for in-store credit card applications. In the early stages, this program identified gaps where employees were not complying. These process gaps put both the company and the individual at risk. Results from the program enabled the retailer to quickly improved training materials and create a communication plan to ensure stores focused on closing the compliance gaps that were identified. In the following months the retailer saw a significant improvement with a marked reduction in applications that were not compliant.

Customer experience