What it is and how it works
Mystery Client is a methodology for verifying customer satisfaction, the application of company standards, and the perceived quality of customers. For those who become professional mystery shoppers, it is a fun way to earn money while buying or using a service.
More technically, it is "a tool for evaluating the services and products offered by a company from the customer's point of view".
The mystery shopper goes to stores behaving like an ordinary customer: thus the quality of services, procedures, employee behavior, merchandising and product quality can be detected and evaluated, through precisely "the eye of the customer".
Our shoppers are best able to understand the quality of services provided by the sales network.
MC activities can be carried out:
- in person
- at the outlets
- by phone
- browsing ECommerce sites
- with hidden cameras
- Talking to staff or other customers.
The Mystery Client helps to understand:
- The front line's knowledge of the products
- the capacity of the staff
- compliance with the company's sales procedures
- staff loyalty
- The status of outlets and merchandise on display.
The process starts with a check list built together with the client, based on the quality standards of the sector, on what competitors do, and on the internal procedures that have to be followed.
Next we define the shopper sample, so that the people carrying out the visits are as representative as possible of the client's actual target customers: this is what makes Mebius the right partner for your research. Our register holds more than 120,000 active mystery clients across Europe, which lets us field people genuinely able to assess the service our clients deliver.
Then the fieldwork runs: results are available on our web portal in the format the client chooses, and the programme can continue over successive cycles, measuring the improvement as it happens.
Do you want to know more?
If you need to evaluate our services please contact us, our sales manager will contact you within the day
CONTACT USMystery Shopping is used in all types of companies: from the Large retailers, to Banks, to Call Centers, to Clinics, to Hotels etc.
The Mystery Shopping book
Request for free the Mystery Shopping book by Fabrizio Checchi — tips, best practices and checklists to improve your sales network performance.