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Research
MYSTERY SHOPPING
Mystery Shopping is a technique providing for a possibility to see the quality of company’s services as viewed by clients.
The technique consists in regular masked checks of the company or its competitors by personal visits or phone calls (Mystery Calls). The Mystery Shopping technique operates under a preliminary plan (communication with the personnel, making sample purchases, demands mandatory services, etc.) and checks under se criteria.
A program modification is Audio Mystery Shopping, a masked audiorecording of the servicing process.
The key objectives achieved with the help of Mystery Shopping technique
- Assessment and quality control of servicing of company’s clients. Information on correspondence of behaviour, style and professionalism of single employees and the personnel in general with the corporate service standards
- Assessment and quality control of servicing in various chain units. Identification of correspondence of certain sales outlets to the client servicing standards approved for the distribution company
- Assessment of client servicing quality in competitive companies. Information on the level of client servicing offered by competitors
- Check of adherence to partner agreements. Information of company heads on how well partner companies fulfil contractual obligations on promotion of certain products and services
- Identification of the professional level of the staff (awareness of assortment, product characteristics, sales techniques command, skills in identification of client’s needs, competent communication over the phone, skills in phone consultations, etc.). The method is also used for identification of aspects for further personnel training
- Diagnostics of staff training efficiency (after training)
- Check of employees’ honest conduct both as regard customers and business owners.
Depending on company’s objectives, Mystery Shopping is good both for one-time assessments of client servicing and long-term or continuous control programs.
Mystery Shopping is effectively used within personnel motivation system
- The fact of checking mobilizes employees and motivates them for adherence to the servicing standards
- The results may serve as a basis for promotion of some employees
- Check results may be integrated into the labour payment system.
Why EMAS Research is better for Mystery Shopping
- EMAS Research is a member of MSPA, a leading international Mystery Shopping association
- We have an extensive experience in Mystery Shopping researches in various areas both for international and local clients.
YOU can make an order and to clarify any information in any office of the company.