Mystery Shopping
Mystery Shopping (Mystery Shopper) is one of the most relevant areas of the research market. It is in demand primarily by companies operating in a highly competitive environment, for which the quality of service and increasing customer loyalty are vital.
Opinion Ocean is a member of the international professional association Mystery Shopping Providers Association (MSPA), which includes more than 400 leading companies around the world that use Mystery Shopping technology in their work. professional association of research companies specializing in the assessment and analysis of service quality.
The goal of our work is to help clients manage their own service at the points of contact with consumers as efficiently as possible. We give the opportunity to see and evaluate the work of service personnel directly through the eyes of a real consumer. Ultimately, we help make the service of our clients more attractive to their consumers, which contributes to the growth of the number of loyal customers, increase in sales, profits and business development in general.
The results of our work are necessary for the heads of retail chains, divisions, HR directors, heads of customer service departments and all employees, one way or another connected with the quality of service and the management of "client" personnel.
Tasks we solve:
- Business process audit
- Evaluation of the success of the brand, based on the actual facts of the purchase
- Monitoring the implementation or compliance with internal customer service standards
- Analysis of work technology (sales)
- Participation in the development of internal customer service standards
- Participation in the development of staff motivation
- Comparative analysis of the competitive environment
- Analysis of factors affecting the image of the company in the eyes of consumers
- Benchmarking - identifying the best industry practices in the market
Methods and services
Mystery Shopping
- Checks of sales offices, service points, gas stations, dealerships, etc.
- Checking with the purchase of goods and its subsequent return
- Visits with audio and video recording, photo report
- Mystery shopper verification
- Visit "Joker", "Second Chance"
- Mystery Aspirant
- Other complex scenarios
Mystery Calling
- Calls to sales offices in order to obtain advice on a product or service
- Calls to sales offices to monitor prices
Mystery Viewer
- Staff monitoring
- Monitoring the situation in the store / sales office as a whole
- Control over the work of promotional personnel
Mystery Mailing
- Online consultations
- Sending emails
- Filling out electronic forms on the client's website