MYSTERY SHOPPING
SERVICES

One of our Insight Services team will be with you all the way, from programme design and approval, through shopper briefing and deployment, to results analysis and presentation.

You can contact your Project Manager at anytime to get the best from your Mystery Shopping.

Enjoy a free senior consultation with a Mystery Shopping specialist, to build and optimise a programme that precisely suits your business:

•     Location
•     Timing
•     Channels assessed
•     Journey stages assessed

As standard within your project, questionnaire content is fully customisable and normally includes a mix of objective closed questions requiring a YES/NO answer, scaled questions and open text comments.

In addition to custom questions specific to your business, weighting of scores can also be applied to areas which are your business priority.

A regular Mystery Shopping programme can take between 4 and 6 weeks, so we understand that you may require planned timelines and regular status updates.

Automatic access to your personal online Mystery Shopping Reporting Suite, where you will find all results formats available for you to download.

Report content can be configured for multi-level permissions access if required, so any member of your team may have individual access to only their content.

Reviewing Mystery Shopping results in multimedia formats mirrors the customer’s true experience and brings findings to life for all stakeholders:

•     Quality audio recordings of telephone calls (with time/date stamps)
•     Covert video footage of all face-to-face interactions
•     Professional transcripts
•     Video vox pops (shopper describes an interaction in their own words to camera)

Comprehensive results reporting is provided through our online portal, plus a personal debrief from your Account Manager:

•     Summary data sheets collating all activity
•     Dashboard summaries of key findings
•     Crucial trend analysis and highlighted action points
•     Full management reporting and personalised debrief

In addition to carefully structured questionnaire results, benchmarked against best-in-class criteria and industry standards, you will also receive verbatim subjective shopper reports.

Each shopper will provide written, audio or video commentary on their experience, to supplement the objective data results.

Pick the Mystery Shopping programme that best suits your needs. (Online, telephone, video, face to face, etc - we can help you do this)

We prepare scenarios, questionnaires and assessment media, based upon your brief.

We choose the most suitable from our 28,000-strong UK-wide shopper team and assign your brief to them.

Shopper notes their entire interaction(s) with your business from the moment they initiate contact all the way through to final outcomes.

They use video and audio recordings, plus detailed written reports and completed questionnaires, all for your scrutiny.

We deliver bespoke reporting and analysis to you via our web-based results portal, enabling instant focus upon the business improvements which will drive greatest impact.