Services

Mystery Shopping

Learning about and quantifying of customer service level and customer experience with the help of incognito tests – which are conducted by prepared Mystery Shoppers and are based on pre-established shopping situations which are typical in the given location. It provides feedback on areas in need of improvement.

Mystery Shopping makes possible to get to know the genuine customer experience according to objectively defined criteria. The gathered experience reproduced by this method consists of objective and subjective factors, just like any everyday customer experience. Both of these factors can be measured and quantified.

Mystery Shopping is more cost efficient then the majority of market research methods.
Because:

• Mystery Shoppers conduct their tests along pre-established criteria, therefore they are able to deliberately observe such aspects which have influence on the formation of every customer’s opinion, whom, however, could not reproduce them adequately during an after-event questionnaire survey.
• Mystery Shoppers operate in incognito, his/her aims are hidden, so they receive the same treatment and participate in the same interactions that any ’real’ customer.

Comparative surveys, competition analysis: It gives an appraisal of the market: where does our Partner stand in the competition? What are their strengths and handicaps compared to the competitors? What indicators should we consider as benchmarks? How can we gain advantage in competition?
Phantom Shopping has conducted several all-encompassing surveys for its clients.

’Market overview’: A custom-made comprehensive market survey of the level of service, e.g.: within a sector or in a mall.

International surveys: Individual business unit surveys of multinational companies or companies with subsidiary companies will enable comparisons between countries and individual business units on the same surface.

How large should the network be for the Mystery Shopping Survey to be worth it?
Number and size of stores is irrelevant for the Mystery Shopping Survey to be useful or effective. Managers of any company are bound to be willing to know how their employees treat their clients or customers. In this respect Mystery Shopping is a reliable and cost-efficient investment that provides an accurate picture of the behaviour of the employees in non-supervised situations.

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