Designing a 'Smarter' Mystery Shopping Program

In this point-of-view, Ipsos Loyalty discusses how to design a “smarter” mystery shopping program that allows organizations to achieve an advantage over their competition.

Designing a 'Smarter' Mystery Shopping Program

The author(s)

  • Nicholas Mercurio Senior Vice President, US, Ipsos Loyalty
  • John Flesta Vice President Mystery Shopping & Customer Experience
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Countless research studies show that brands which put the customer first and deliver a superior experience relative to their competition, achieve greater customer loyalty, higher profits and better returns for shareholders.  Yet, delivering a consistently superior experience in today’s complex world has never been more difficult.  Mystery shopping as a research methodology exists to solve this problem. 

However, most enterprise mystery shopping programs are poorly designed, poorly executed, and deliver minimal business impact.  In this point-of-view, Ipsos Loyalty discusses how to design a “smarter” mystery shopping program that allows organizations to achieve an advantage over their competition. By imbedding intelligence and technology into mystery shopping programs, Ipsos creates programs that are better designed, better executed and have a greater impact on your businesses’ bottom line.

Want to learn more about this approach?  Download and read this point-of-view or access the live webinar by clicking here.

The author(s)

  • Nicholas Mercurio Senior Vice President, US, Ipsos Loyalty
  • John Flesta Vice President Mystery Shopping & Customer Experience

Customer Experience