We are specialists in mystery shopping and customer satisfaction research - we do nothing else so we're highly experienced in what we do.
We're customer service consultants who prefer to work with you to achieve your customer service objectives using mystery shopping and customer satisfaction research so the service we offer involves providing you with a whole lot more than just a set of data – our aim is to provide you with a complete customer service management solution.
You can use mystery shopping as the basis for Continuous Improvement Programmes and staff performance management - so you won’t just find out what needs fixing, you will have a programme which will change staff behaviour and fix the issues highlighted. You can have us run workshops for your managers and/or staff and you can take advantage of our management consultancy service as well as both off-the-shelf and bespoke training programmes.
You’ll find we have clients in virtually every significant industry sector so the odds are we have experience of mystery shopping your type of business.
Mystery Shopping can be used as the solution to a number of business issues. You might be:
We’ve pretended to be betting shops, scientists, installation engineers, bikers, students, foreign doctors, hairdressers, plumbers, dentists, caravanners and every flavour of small business. We even have our own dummy businesses with websites.
We’ve set up plumbing blockages and car faults. We’ve cheated in exams (to check the invigilators are alert), parked illegally (to test the council’s parking wardens), shoplifted (to check the security systems) and gone on timeshare holidays. We’ve parked bicycles to see how quickly they get stolen (quickest was 75 minutes – in Croydon).
We’ve been pregnant, bankrupt, hard-of-hearing, teenagers looking for contraception, pensioners buying insurance and trainee teachers. We’ve recruited Chinese gamblers, housing tenants, disabled mystery shoppers and males to take the last dance at a lap-dancing club (to ensure nothing is occurring which contravenes the licence).
For a list showing some of our clients click here.
We also specialise in automotive Mystery Shopping, almost always using video.
We can demonstrate how mystery shopping can ensure managers and staff are focused on the key issues - and that a programme set up in accordance with our advice WILL show clear and positive change. For two Case Studies click here.
Mystery Shopping isn’t always the best – or only – answer to the business issues we are asked to tackle. Ideally it should be carried out alongside Customer Satisfaction research, and we have a number of cost-effective options to offer. For more information click here.
To request a quotation, click here