Mystery Shopping: the customer experience
Mystery Shopping can be defined as “the employment of suitably trained individuals to experience and evaluate any customer service process, acting as customers or potential customers and reporting their experiences in a detailed and objective manner” (MSPA).
What we are providing
The Mystery Shopping technique, applied to one's own organization and/or to competitor organisations, consists in evaluating specific aspects of the service and operating standards during the visit:
- showcase/merchandising: presence and impact of the brand, competition (outside and inside the POS), product and merchandising quality; staff behavior (customer service and sales staff); farewell phase with the customer
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How do we work
At the end of the visit, the results are sent to StudioStrategy by completing an online or paper questionnaire and sending any photographic documentation of the PV (such as sign, showcase, internal space, layout and merchandising arrangement) within 12 hours, allowing verification of the information collected and the drafting of the final report in compliance with the customer's deadlines. Shoppers receive detailed information and training on the specific project to be carried out, the questions to be asked and the scenario of the visit. Mystery Shopping & Audit Techniques
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