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mystery shopping
 


MYSTERY SHOPPING ANALYSIS & SURVEY

" we are the eyes of the customer " – on your behalf !
Mystery shopping is a method of determining exactly what is experienced by the average consumer entering a place of business.
Mystery shoppers are an invaluable asset as they provide the business owner with a completely objective, yet trained point of view, identifying problem areas that can have a negative impact on the overall profit margin of any business.
 
 
Mystery shoppers visit your establishment (as well as that of your competitors) and evaluate
one of the following :
- Exterior appearance
- Window display appeal
- Entry impression
- Access to product
- Ease of traffic flow
- Sensibility of displays
- Service response time
- Service attitude
- Service procedure
- Cash out procedures		 - Loss investigations
- Comparison of facilities available
- Retail sale margins
- Franchise compliance audits
- Competitor’s management ability
- Comparison of product lines available
- Competitors’ marketing matrix
- Overall Experience
- Our proposals for steps taken to beat
the competitors
   

Clerks and other staff members will never know they are being “shopped” because mystery shoppers do not write reports while in your place of business. All reports are completed after leaving, and all information is fully disclosed to the Owner/ General Manager.
We will analyse, identify and report back to you, verbally and in writing, the strategies your competitors apply and how effective they are in reality.

This “inside view” provides you with a powerful tool to combat ever-increasing competition within your retail sector.
Our analysis and survey will cover all products and services available at your competitors’ establishments.  It will also provide you with an independent “insight” into the effectiveness of your operations.

We “identify” customer service behaviour and compare that to the performance of your sales personnel.

Measuring “your market share”, we carry out strength, weakness, opportunity and threat analyses.


We use all types of research methods, including any of your specific choice, and not limited to:

a) Telephone surveys
b) Audit forms
c) Person to person interviews
d) Undercover analysis
e) Custom forms
f) Internet and website analysis

Training your staff and management in the application of modern retail sales and administration techniques, are additional services aspects we can provide.