Mystery Shopping. The secret to a successful Customer Experience.
Mystery Shopping is key to understanding the Customer Experience at the ‘moment of truth’.
This research tool is an essential indicator of the real impact your brand has on every interaction with your customers.
Why does your business need Mystery Shopping?
Mystery Shopping enables you to measure the quality of service at each touchpoint with your customer. It provides key information to define a strategy that aligns your brand’s actions with what your customer really expects and desires.
Benefits for your business.
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Ensure the best customer experience.
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Analyse processes and quality standards.
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Identify areas of opportunity and constantly improve processes.
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Increase team involvement.
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Build brand identity and image.
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Improve business reputation.
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Increase sales conversion rates.
Types of Mystery Shopping.
In-Person Mystery Shopping
In-Person Mystery Shopping allows you to evaluate and adjust the service your team provides to the end customer, identifying weaknesses that will enable you to redefine your sales strategy at the sales point.
How it works
A mystery shopper visits your establishment and interacts with staff as a normal customer.They evaluate the service received, cross-selling, product knowledge, staff attitude and other key aspects such as cleanliness, tidiness and the overall appearance of the premises.If they make a purchase, they can also evaluate the payment and returns process, ensuring that the service is in line with your brand protocols.
Mystery Calling
Mystery Calling makes sure your phone team comes across as professional and confident, creating a positive brand image and strengthening business relationships that will benefit your company.
How does it work?
Our shoppers make calls pretending to be real customers, evaluating key aspects such as waiting times, quality of service, staff knowledge of products and services, how missed calls are handled, and compliance with customer service protocols.All with the aim of improving sales and ensuring an exceptional customer experience.
Mystery Online
At El Cliente Indiscreto, we thoroughly analyse your customers’ digital experience to ensure that your website is intuitive, fast and effective.We evaluate usability and navigation, ensuring that the design is accessible and adapted to all devices.We also check loading speed and content quality, making sure that the information is clear, relevant and persuasive. All with the aim of improving sales and ensuring an exceptional experience.
How does it work?
We examine the purchasing or contact process, detecting any potential friction that could affect conversion, and review customer service channels, evaluating response times and effectiveness.
Our shoppers analyse the online experience from the perspective of a potential customer, covering everything from purchase intent and navigation on your website to completion of the process, including complaints or returns.