“Experience Savvy” is the new buzz word in describing the consumer/shopper. To match with the changing times, it becomes imperative for organizations to deliver the desired experience. One of the secrets behind some of the successful brands is their philosophy & approach towards customer experience. Mystery Shopping is one of the most successful ways organizations adopt to check these experiences since it helps analyze the gap between the delivery & the experience.
Having an experience of over 25 years and being a leader in the field of Mystery Shopping, we can provide you with this insight and make your mission possible by conducting Mystery Shopping Assessments (MSA), thus enabling you to see the quality of product and services that are offered by your organization through a panoramic view rather than a single lens.
Advantages & Benefits of Mystery Shopping
- Monitor, measure performance, and new experiences: Mystery Shopping is a useful tool which will give you first hand, honest feedback on how customers perceive and experience your brand. Some mystery shoppers will have been to your brand in the past; others will be sharing something new, with no biases that affect the way they see your business. That allows you to understand what the experience is like from a customer’s point of view.
- Standards: Ensure that your team members consistently maintain company standards no matter what the scenario.
- Security/Integrity: Monitor staff integrity concerning customer transactions, return policies, and more.
- Incentives: Identify performers within your team who deserve recognition for service excellence and job performance.
- Compliance: Ensure that your team complies with ethical and legal requirements.
- Training Needs Analysis: Determine your strongest and weakest links, provide the right training, and track the effectiveness of the training through mystery audits.
- Continuous Improvement: Identify best practices to allow each location and staff member to achieve excellence.
- Competitive analysis between your locations: Compare the level of performance across your stores and locations.
- Competition Monitoring: Target your direct competitors to compare and evaluate customer experiences and advance your marketing strategy.
- Identifying problems/concerns: Identifying problems/concerns allows you to understand how you can improve things before it escalates to where the customers complain. Mystery Shopping as a mechanism ensures that your brand is always one step ahead.
- Improve Customer Experience: Ensure that the level of service is not only of high quality but also appealing and exceptional for customers to return and simultaneously attract new customers. Impressive customer experience/service will have a positive impact on your bottom line. Customer service is a differentiator; word of mouth plays a crucial role and determines whether the experience is good or bad. Customers will tell twice as many people about a bad experience as opposed to a good one.
Sectors We Cover
- Hotels
- Restaurants
- Cafes/Bars/Night Clubs
- Quick Service Restaurants
- Cloud Kitchens
- Family Entertainment Centers
- Cinemas
- Theme Parks
- Housing – Rentals
- Malls
- Apparel/Fashion/Accessories/Footwear/Jewellry etc.
- Consumer Electronics
- FMCG Products
- Hyper Markets/Super Markets
- Transportation
- Wellness/Beauty
- Health Care
- Realty
- Telecom
- Aviation
- Education
- E-commerce
Types of Audits
- Onsite Mystery Audits (in-person visits)
- Mystery Call Audits (Reservation, MICE, Restaurant & Enquiry)
- MICE Sales Flow Checks
- Home Delivery Audits
- Back Of The House Audits (Kitchen Audits)
- Maintenance Check Audits
- Website Check Audits
- 3rd Party Application/Own Application Audits (App-based ordering/booking)
- Competition Audits
- COVID Compliance Audits
- Onsite Mystery Audits (in-person visits)
- Call Audits (Enquiry & Booking)
- Visual Merchandising Audits
- Stock Audits
- Process/Back of House Audits
- Price Break Audits
- Online Store/Website Audits
- 3rd Party/Company App Audits
- Competition Audits
- COVID Compliance Audits
System Snapshots
1. Hospitality
Hotels
Restaurants
Cafes/Bars/Night Clubs
Quick Service Restaurants
Cloud Kitchens
Family Entertainment Centers
Cinemas
Theme Parks
Housing - Rentals
2. Retail
Malls
Consumer Electronics
FMCG Products
Hyper Markets/Super Markets
Transportation
Wellness/Beauty
Health Care
Realty
Telecom
Aviation
Education
