Mystery shopping helps ensure your service standards are being followed as shoppers interact with your brand. The process identifies improvement areas across platforms and behavior.
Selected shoppers who match your customer profile pose as real customers. They are briefed, trained and given a set of shopping scenarios, follow a schedule, and a detailed checklist. Their assessment includes images and audio recordings that help evaluate your company standards on key dimensions. Results are tracked for peak and non-peak time across locations, platforms, and your competitors in several waves.
Team members get to see scores to celebrate good service and can be coached and trained for weak performance.