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 based on the service standards, the mystery shopper also fills out the Block of Subjective Assessment, where he/she is asked to evaluate the outlet based on a number of comparative criteria. This will illustrate whether the customer service was better or worse with competitors. They will also be requested to answer subjective questions and express their opinions broadly and openly.
What competitive intelligence offers you:
Why choose competitive analysis by 4Service:
Tools will help make competitive analysis deeper: Customer exit surveys, CATI, WSM (feedback on the employer found on the Internet), focus groups, in-depth interviews.