Mystery Shopping | Ipsos
Mystery Shopping

Mystery Shopping

OUR SOLUTIONS
Mystery Shopping measures the execution of Customer Experience and Brand Promises - during every Customer Interaction.

Ipsos Mystery Shopping is a leading mystery shopping provider, specialising in customer experience, product recommendation, compliance and retail audit programmes.

Mystery Shopping is objective, unbiased feedback from trained ‘customers’ (mystery shoppers) to measure how organisations deliver on Brand Promises across markets, touchpoints and channels – physical, phone and digital.

We have vast experience across numerous sectors including Automotive, Financial, Luxury, Petroleum, Public Services, Retail, Telecommunications and Transport.

We address key business questions across your organisation, including:

  • Customer Experience: We monitor every touchpoint that consumers have with your brand, products and services. We check that your brand promise is being delivered to your precise standards across all channels and identify how and where you can improve.
  • Regulatory/Compliance: Do staff know and follow legal requirements? Conducting compliance mystery shopping requires highly specialised teams, who have specific industry knowledge.
  • Product Recommendation: In-store recommendation of a brand is proven to deliver a positive uplift of the brand’s overall market share. We measure the frequency and reasons for recommendation of a brand, including effectiveness of new product launches and promotional offers.
  • Retail audits: We deliver fast, accurate feedback on stock, POS placements, brand standards, tracking compliance and price checking.

To measure the execution of brand and service promises, we deploy trained mystery shoppers to assess physical locations, websites, apps and contact centres. These shoppers browse or buy products and services, and complete a predefined questionnaire, assessing the extent to which these promises are being kept. Our mystery shopping specialists analyse the data gathered, integrate them with other research insights, bring the information to life through dashboard reporting, video and storytelling, and make business impact recommendations to client stakeholders.

Depending on objectives, we recommend the most appropriate Mystery Shopping approach from Shopper Experience (detailed, task-oriented assessments requiring highly trained shoppers), to Micro Shops (brief, tactical mystery shops deployed and reported with quick turnaround) – with crowdsourcing as an option for mass volume, short questionnaire projects.

Sophisticated technology platforms (enabling mobile data collection, real-time feedback, best-in-class reporting and video feedback) form a key part of our services, as do analytics and consultancy, including training programmes and service design workshops.

We promise Mystery Shopping programmes that deliver better design, better execution and better impact across the world

 

Ipsos Mystery Shopping is a leading mystery shopping provider, specialising in customer experience, product recommendation, compliance and retail audit programmes