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Mystery Shopping

Mystery Shopping

Mystery Shopping is a method used to evaluate the quality of customer service given at a particular establishment or outlet. It uses specially trained people who visit the location pretending to be ordinary customers. The main principle of the mystery shopping method is seeing the business through the eyes of a potential/actual client.

Almost 85% of all companies across the world use Mystery Shopping technology to take control of their locations and improve their customer service.  

How it works:

Mystery shoppers visit the outlet posing as actual customers and interact with staff based on a pre-agreed scenario. They then complete an evaluation form. This form is based on the company’s customer service and operating standards. It includes open and closed questions and contains comments and the mystery shopper’s impressions of the establishment.

The visit is also documented using audio, photo and printed evidence.

Before submitting the results to the client company, each evaluation is thoroughly reviewed by 4Service employees.

With this service, you will receive:

  • An evaluation of the company both at company and outlet level
  • Results and on-line statistics generated by 4Service’s Shopmetrics software
  • Continuous monitoring of company employees working at all outlets
  • Additional methods for implementation to motivate employees to offer better customer service
  • Deep analytics, including conclusions and specific recommendations on how to improve the quality of customer service

Mystery Shopper benefits with 4Service

  • Our experience: We have more than 19 years’ experience, spanning more than 30 countries and undertaking thousands of projects, to prove that we have a keen eye for detail, a flexible approach to scenarios and well-honed risk prevention skills.

We use our extensive experience to serve you at all stages of the process, during its establishment, development and adaptation. We will create a special project for you, designed to solve your customer service issues, while taking into account your priorities.

  • We use a consumer model, in which a mystery shopper has been specially selected in accordance with your profile as the client. The principles of rotation (stating that each mystery shopper can conduct 2.5 visits to one company) do not the use of the same mystery shopper to carry out several visits to the same company. This provides the customer the opportunity to obtain different opinions and subjective assessments for better and more analytical conclusions.
  • The training of mystery shoppers: Mystery shoppers are required to undertake three or more stages of training.  The portfolio of the previous projects undertaken by the mystery shopper, along with the quality assessment of their evaluations, allow you to select the best mystery shoppers or different mystery shoppers for different industries and scenarios.
  • Our data delivery rates: We use mobile applications and automation in a number of our processes, which allow us to provide you with the result of the evaluations within 48 hours of them being submitted.
  • The quality of our data: We verify the quality of our data during several stages of the process, with additional work being carried out by our Quality Department. Our anti-fraud system also allows us to reduce any errors in the data by 2%. We also offer the possibility of on-line communication for each evaluation and are constantly working with the feedback received from directors to ensure that our final reports are free of any errors.
  • Our analytics: Analytics offered by 4Service include not only statistical data, but also various analysis and indexes (correlation, regression, NPS, CLS, Emotional index, Personal Approach Index, etc.), practical recommendations and personal presentation.
  • 4Service is a member of MSPA Europe, an international professional association of Mystery Shopping services providers in Europe. This membership means that the projects meet the quality standards and ethical principles of MSPA Europe. 4Service Holdings GmbH has held elite membership within MSPA Europe since 2016

Mystery shopping is recommended as one of the tools used as part of an integrated program to assess customer service quality: real customers’ surveys, Social Media, Sarafan.

The combination of different evaluation methods ensures that assessments are objective and no important customer service components are missed.

Competitive Mystery Shopping

Competitive intelligence Competitive intelligence (or competitive mystery shopping) is the process of studying and analysing the activities of a competitor. How it works: A mystery shopper makes a visits to an outlet owned by your company and to neighbouring outlets of your competitors. The same mystery shopper makes all of these visits. They then make their evaluation based on the outcome of a specific scenario and the questions on a single questionnaire. In addition to the evaluation form...

Motivational Mystery Shopping

Motivational Mystery Shopping is a tool used to stimulate the supply of additional services and/or goods or the sales of specific products. If you want to achieve an instant sales growth of between 30 and 50% this month, it could be a good idea to involve employees in the “game” and motivate them to make additional offers to EVERY customer, rather than every tenth customer. 4Serivce also offers a unique tool that has proven to be effective in more than 50 different cases. Sales...

Mystery Employee

Mystery applicant This is a way to monitor and improve your recruitment and adaptation process.   If you lack qualified candidates, or the ones you hire do not stay long at your company, it is important to examine your company through the eyes of an applicant. The mechanics: Under the guise of a real applicant, the agent submits his/her application to the company and goes through all the stages of recruiting. During this process, the mystery applicant evaluates the: Company presence on...

21%

believe that SMS alerts are much more informative than a call from a company.

Survey

80%

of customers consider messengers to be a modern tool for communication with a company

Research

+ 15%

the profits of brands that have implemented personalization

Technology

80%

of the respondents are more likely to choose the brand that offers a personalized approach

Brand Health

48%

of millennials are bought from those they know.

Poll

63%

of customers expect to be supported on social networks

Web Social Media

76%%

of the respondents prefer to buy using a smartphone, because it saves time

Mystery Shopping

2%

of staff make the management or their HR manager aware of their mental health and any issues they may be experiencing with it.

Market Research

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