About mystery shopping

What is mystery shopping?

• Feedback from anonymous, trained and unbiased consumers
• Objective measurement on brand compliance and customer experience
• Information on how to improve staff delivery

What does a mystery shopping program help improve?

• Operations: Processes and performance to customers
• Training: Staff to deliver to customers' expectations
• Experiences: Consistent and memorable to customers

When is a mystery shopping program successful?

A mystery shopping program is successful when:

• it produces concrete and objective feedback
• it contributes to a positive ROI (Return On Investment)

How do I make a success of my mystery shopping program?

Make sure your mystery shopping program:

• creates engagement: generate awareness within the whole organization: from sales staff to management.

• is owned by the companies staff: make sure staff has a strong sense of ownership of the program.

• is visible: generate exposure through various communication materials.

• is actionable: enable staff to take improvement actions immediately.

• is easy to implement and to monitor.

Find out how we can help you boost customer experience through mystery shopping.

Go to our mystery shopping research webpage.

Get in touch!

Take a step towards excellent customer experience by getting in touch with us.

Geert Samplonius
[email protected]
+31 (0) 6 2123 7494