Home About Mystery shopping About Market Eyes Services Mystery shoper Projects Publications Contacts
Mystery shopping
Mystery shopping is a marketing technique used to evaluate and improve the level of customer services. It is applied by business organizations that are trying to determine if their products and services are offered to the clients in compliance with the company standards and requirements and seek ways to improve the level of customer service provided.

The key to a successful “mystery shopping” program is to develop standards evaluating the three most vital aspects of quality customer service:

  • Company standards: the official set of customer service rules and requirements that the employees are expected to abide by.
  • Employee skill set: the ability of the employees to follow to the official customer service standards.
  • Customer requirements: the things a customer wants and expects from the employees of the company.
Once a set of standards is defined in accordance to the specifics of the service that is being evaluated, a scorecard is developed. The mystery clients fill in the score cards after they get serviced.

Afterwards, the data from the score cards is gathered and analyzed. The analysis provides objective evaluation of the level of customer service and helps identify weak areas that need to be addressed and improved.

Why use mystery shopping?

Long gone are the days when quality customer service was considered a luxury. Nowadays, it has become a vital part of every business and its efforts to sell products and services and retain customers. That is why the quality customer service has gained tremendous importance lately. It has turned into a key component involved in every business transaction and a prerequisite for increased sales, customer loyalty and sustainable long term profitability. Mystery shopping is a marketing tool that allows you to look at your business through the eyes of your clients and gain insights on the things that clients enjoy and dislike about your organization. This invaluable information will help you win and retain your customers.

Who should consider using mystery shopping:
  • Banks & financial institutions;
  • Grocery shops and supermarket chains;
  • Call centers;
  • Internet vendors;
  • Trade associations;
  • Hotels;
  • Restaurants;
  • Amusement parks;
  • Companies selling over the phone;
  • Government agencies;
  • Hospitals;
  • Beauty parlours;
  • Sports gyms;
  • Logistics companies;
  • Gas stations;
  • others.