Mystery shopping – optimizing sales and service

Mystery shopping provides companies with a tool to measure, analyze and optimize sales and service.

“You will never get a second chance to make a good first impression…” Mystery shopping makes it possible to develop front staff skills in sales and service on the basis of detailed feedback from anonymous customers.

On a strategic level, mystery shopping reports can be used to follow up on training and internal communication of your organizational standards for sales and service. On an operational level, mystery shopping provides valuable knowledge about how consumers are experiencing being your customers – and the reports will highlight tangible focus areas for both management and front staff.

Process

We will design the study and the questionnaire in close cooperation with you, keeping your internal standards for sales and service as a natural point of reference. After this, Shoptimizer’s certified mystery shoppers are thoroughly informed about the job and your concept in order to ensure that all reports are both relevant, reliable and of high quality when the staff is subsequently presented to their rating.

As soon as a report is registered in Shoptimizer’s reporting system, the incoming data is automatically converted into a wide variety of online formats such as action-oriented reports, rankings, graphic presentations, etc., making it effective and convenient for everyone in the organization to act on the results.

Quality checking of mystery shoppers

We believe that a high quality level in the recruitment of mystery shoppers adds an equivalent level of quality to the observations being made. For this reason, our mystery shoppers are carefully selected based on factors such as demography and specific criteria for personal qualifications – and each profile undergoes a telephone interview and a certification test prior to their employment. This ensures our customers to have constant access to a solid database of highly competent observers across all regions of Denmark.

Quality checking of data

Every time a mystery shopper has completed a questionnaire about his or her experience, the questionnaire is marked for a mandatory quality check in Shoptimizer’s experienced team of proofreaders before being reported to our client. We do this in order to support the quality of our work and of course to ensure that we are communicating relevantly and targeted to the recipients of our reports. Also, we will always be able to document all mystery shopping visits either by digital photos or by a copy of the receipt for possible purchases.

YOUR OUTPUT