MYSTERY SHOPPING

Measure every touch point of your customer’s journey by replicating a real customer enquiry to identify how well your team achieve a ‘Customer-First’ approach. Mystery Shopping is an effective tool that will provide you with detailed feedback on how your front-line teams handle first time enquiries into your business.

At My View Research we have a national team of experienced Mystery Shoppers with a broad range of customer profiles that fit most required customer demographics.

Several Mystery Shopping options are available to measure different customer touch points across your business:

Onsite Physical Mystery Shopping

Measuring how well your team handle face-2-face enquiries with prospective customer’s is invaluable to their training and development. Onsite mystery shopping can effectively identify how well each team member adheres to following your sales process, the level of customer service they provide and if they are adopting a ‘Customer-First’ approach. Onsite physical mystery shops can be conducted as either standalone walk-in enquiries or appointed enquiries, to ensure a staff member is available at the time of the mystery shoppers visit. All of our onsite physical mystery shopping assignments include a detailed report analysis per location, with each report available to review on our online reporting platform within 3-5 days of the mystery shop taking place.

Virtual Mystery Shopping

Due to Covid-19, many businesses have had to find ways to adapt how they offer their services to customers so that they can continue trading throughout the pandemic. The first lockdown forced many businesses to look at the way they communicate with each other and their customers, which saw the rise of video calls through platforms like Zoom and Microsoft Teams. There is no reason why different industries can’t keep up with this virtual trend and offer a video communication method to their customers. The only challenge is how you monitor how well these virtual appointments are carried out by your sales teams. Virtual Mystery Shopping can capture the whole process from making the virtual appointment, through to the virtual appointment experience. All of our virtual mystery shopping assignments include a detailed report analysis per location, as well as a screen video recording of the interaction, with each report available to review on our online reporting platform within 3-5 days of the mystery shop taking place.

Telephone Mystery Shopping

Telephone mystery shopping is a useful tool that allows you to identify how your front-line teams are approaching first time enquiries into your business. You will be able to listen to how your team deal with a new business enquiry and identify if, and how well, your team are qualifying each customer, capturing their contact details and offering an appointment to visit your business. All of our telephone mystery shopping assignments include a detailed report analysis per location, as well as an audio recording of the conversation, with each report available to review on our online reporting platform within 2-3 days of the mystery shop taking place.

Online Mystery Shopping

Do you know how many of your website enquiries actually get responded to? Having a regular online mystery shopping programme in place will allow you to measure how many enquiries are being responded to as well as measuring the speed, quality and accuracy of each response. You can also identify if the responses are creating a call to action or just simply providing the information requested. All of our online mystery shopping assignments include a detailed report analysis per location, as well as screen captures of all communication sent and received, with each report available to review on our online reporting platform within 2-3 days of the mystery shop taking place.

Social Media Mystery Shopping

A considerable amount of people now use social media to ask questions or make a complaint to a business. If this is the case with your business, are all of your social media enquiries or complaints being responded to and how well are they being dealt with? Having a regular social media mystery shopping programme in place will allow you to measure this as well as measuring the speed, quality and accuracy of each response. All of our social media mystery shopping assignments include a detailed report analysis per location, as well as screen captures of all communication sent and received, with each report available to review on our online reporting platform within 2-3 days of the mystery shop taking place.

Mystery Shopping is only as effective as what you do with the data analysis. Our online reporting portal will provide analysis on your mystery shopping results, but what you do with that data is what counts the most. Every member of your team should be a brand ambassador. To allow them to achieve this you need to provide them with the tools to understand what methods to use and empower them to deliver exceptional customer service.

Using the research and analysis derived from your mystery shopping programme, our team of Training Consultants can empower your team to become brand ambassadors and adopt a ‘Customer-First’ approach.

Talk to one of our Research Consultants to find out how we can develop a bespoke mystery shopping programme for your business and unlock valuable insight from your prospective customers.

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