Methodology
To assess the quality of customer service, we recommend the Mystery Shopper method. This involves selected auditors acting as potential customers, visiting sales points, and carefully observing the behavior of the sales staff during the service process.
All observations are recorded in a specially designed form. The starting point for the study is the Customer Service Standards. Based on these, our specialist, in consultation with the client, proposes a survey questionnaire and establishes the evaluation criteria for the location as well as the research scenario. We approach each study individually, creating a scenario tailored to the specifics of the industry and the client, so that the assessment reflects the most natural customer behavior. Mystery Shopping is a method for checking to what extent customer service standards are implemented by employees in their daily work.
The selection of auditors is very important to us. We pay special attention to establishing the profile of the potential customer (target group) with the client and selecting auditors for the study according to specific criteria such as age, gender, or whether they have children. This careful selection of auditors ensures that our research closely mirrors real-life sales situations as much as possible.
Our clients have the ability to monitor research results in real time through access to our online audit results management platform. The online platform was created with our clients’ time in mind. Using the online system allows for immediate verification of completed studies, observation of results, and the creation of any desired summary reports or rankings (of locations, salespeople, etc.).
Research process
Types of research in our offer
Mystery Shopping
Mystery Shopper – direct research in a showroom / sales point / restaurant / service location
Mystery Calling
Verification of telephone customer service. Designed for companies where phone contact with the customer is crucial: sales department, customer service, service, marketing, after-sales care.
Mystery mailing
Verification of customer service quality in email communication. Designed for companies where email response is a key indicator of customer satisfaction.
Competitor reports
Conducting mystery shopper research in competitor locations to create customer service standards or to compare the effectiveness of the standards implemented in your own network.