We are able to carry out many different types of standard mystery shopping, such as:
Retail Mystery Shopping
Our mystery shoppers visit your shop, pub, restaurant, bank branch, post office, car dealership or other premises and assess the customer service they receive. This can include their sales techniques, product knowledge and level of compliance. If required, to meet your objectives, we can ask our shoppers to make a purchase and assess how well the sale was handled. Our shoppers are used to carrying out a wide variety of scenarios on their assignments, including insurance enquiries, loan or mortgage enquiries and membership enquiries
Our mystery shoppers travel on your trains, planes, ships, buses, coaches etc. or our shoppers can even go on one of your holidays and tell you about their experience.
Our shoppers go to theatres, cinemas, opera houses, pubs, wine bars, clubs, fast food outlets, tourist attractions, restaurants and hotels.
Our mystery shoppers are sometimes asked to order goods for delivery at their home and let you know when those goods arrive, in what condition and whether they were correct as ordered or they ask you to deliver a service (such as clearing a blocked drain or cleaning a carpet) at their homes and tell you how well your staff did the job.
We test invigilators in exams, attend timeshare presentations, visit county shows, take electronic goods for repair and employ couriers. Our shoppers loiter to attract the attention of on-street sellers of charity donations, insurance, power supply and telephone contracts.
Our mystery shoppers attend conferences and meetings, sit in on sales presentations, make wholesale or trade enquiries and purchases and apply to join business groups and professional bodies.
We are also able to audio record the visits if required – this enables you to listen to the experience as it happens and decide yourself whether the service meets the standard you expect.
Video mystery shopping is rapidly increasing in popularity as companies seek to ensure that every customer interaction is as positive as possible and that no potential sales are lost.
Mystery Shoppers Ltd has developed a professional team of covert agents who can cover all corners of the UK and Ireland. Their experiences are captured using state of the art recording equipment and uploaded to our secure inbound data website within hours of the visit being completed. All our shoppers are trained and fully briefed on each project and are able to comfortably fill a variety of roles to suit almost any client requirement.
Video mystery shoppers often accompany genuine customers we have recruited to record their experience. This technique has been used in programmes such as car dealerships and hearing aid centres.
Video mystery shops can be commissioned in addition to, or in place of, a written report.
The videos themselves can either be supplied on DVD or downloaded through our password-protected secure website in a variety of formats to suit the client. Videos and associated reports will be available as soon as they have been quality checked, usually within 72 hours of a visit being completed.
All videos can if required be fully edited with titling where appropriate. If any visit does not meet our extremely high standards then the visit will be repeated at no cost to the client.
Some examples of the quality we can offer:
In order to produce the best quality work our video mystery shoppers have to use the best equipment. Up until recently this has meant that our agents have had to search the web for the best deals on their own and hope that they are buying from reputable sources. Well, that has now recently changed with the opening of our sister company MSL Retail, specializing in quality covert video recording equipment with camera kits, specifically chosen for mystery shopping. The equipment we sell is the industry standard for covert mystery shopping and due to our presence in the industry we have been able to secure some very competitive deals on the equipment we sell.
If you have any questions about choosing the right equipment then please feel free to contact us on firstname.lastname@example.org
We have a panel of in-house professional callers as well as a large panel of home based callers who carry out the telephone mystery shopping.
Telephone - Outbound
Our mystery callers make calls pretending to be customers and report back on how the call was handled. They can test all your telephone lines (quick speed-and-greet or longer calls) including your call centres. We can provide digital recordings of every call to help you coach staff towards excellence. They can test how you responded after business hours, how professionally your staff transferred calls and how quickly and efficiently you sent fulfilment by post if required.
We have textphones to test your response to disabled callers and mobile numbers so we can accept callbacks.
Telephone - Inbound
We can also provide an inbound call service to monitor your outbound Call Centre activity. Our shoppers will answer as private individuals or businesses as required.
There is no more important a place to focus on customers and their experiences than in the contact centre. To ensure that agents are constantly performing to the best of their abilities and providing callers with optimal service, contact centres invest in technologies and other reporting and monitoring tools to capture agent/customer interactions.
By scoring calls and measuring their quality and accuracy, contact centres are able to provide customers with better service as well as generating more sales transactions. The recordings provide insight into how agents are representing the company and treating callers. It also helps the call centre to know if agents have a good product understanding and can handle customer enquiries efficiently.
MSL offers a service that analyses calls that have already been recorded on the client’s recording system. Once recordings are listened to, they are then scored by an experienced team of researchers. The scores for the calls can be accessed by leaders and supervisors via the Web who can then use the data in coaching sessions.
Our mystery shoppers can make email or web form enquiries to your business and track response times, content of replies and the complete customer experience.
We can arrange for emails/enquiries to be sent from business email addresses if business to business is required.
A great website can entice new customers, improve conversion rates and help retain existing customers, so it's important to iron out any problems and areas of ambiguity.
Just specify the areas of your website or marketing campaign that you'd like to test and your customer demographic then we'll work with you to design a programme based on your objectives and questions you need answers to.
Our certified web assessors then begin their tasks, navigating your website whilst recording the screen so you can monitor their progress. They can have their webcams turned on as well so that you can see their facial expressions and they will give verbal feedback highlighting
We will contact your customers to gain real insight using:
Our professional callers are fully trained, and just as importantly, they are great listeners. The assessment reports will be made available to you via your bespoke web portal once they have been through our quality assurance procedure. We can interview your customers by telephone, on site or using our mobile phone feedback facility. We can tell you what they think of your service and what they would like you to change or improve. We can find out why former customers switched to a competitor or whether current customers might consider doing so and why - and what they say you can do to ensure they don't.
We can send your customers an email containing a link to a survey which they can fill out using their smartphone, tablet or computer.
We can arrange for nominated stores to have one interviewer standing at the store exit for a total period of 4 hours. (10.30 – 12.30 break 13.00 – 1500hrs) The fully briefed interviewer will engage with as many shoppers as possible and ask for feedback on an agreed question set. The surveys will be completed on tablets and submitted to Mystery Shoppers Ltd, we will upload all completed surveys to your web portal. Surveys can be personalized to include graphics and animations instead of just text, to maintain respondent focus and eliminate comprehension errors. (We recommend a small incentive is given for taking part - a prize draw for £xx.xx in store vouchers or perhaps 10% off their next purchase)
We can run your paper-based customer surveys such as comment cards and postal surveys, providing a data entry service with periodic summary reports. We can provide feedback sheets for delegates at your conferences, validation and evaluation forms and reports for trainees on your courses.
Mystery Shopping data is most useful when seen in relative terms – a group of Branches in which the best score is 94% and the weakest 42% gives all Branches a good idea of where they are and what they need to be scoring in order to be doing well.
Many organisations use benchmarking to compare themselves with other similar organisations – or even dissimilar ones who share similar challenges. We achieve this by mystery shopping their competitors for them and then we use the results to compare against their stores and see how they compete. We would be able to use this method to compare prices of goods, levels of customer service, compliance to industry standards and many more.
Training & Consultancy Services
We find that workshops which feedback the results of the mystery shopping can help staff and managers review how they are seen by their customers and can agree what staff behaviour changes are needed. We always set out to include an action planning session with a mechanism for tracking how well the plans are put into practice.
Business to Business
Very much depends upon the specific requirement but with a bit of ingenuity most things are possible.
We’ve simulated being bookies by having a racing tape playing behind the caller. We’ve pretended to be plastics specialists, facilities managers and air conditioning fitters, among many others.
We have a huge number of business-type email addresses, and some dummy websites. We even have genuine ‘dummy’ companies with their own websites, bank accounts, stationery etc.
We have on our database of mystery shoppers a large number of small business owners who are prepared to use their business name.
We relish a challenge – just give us a basic brief and we’ll be happy to give you an idea of how do-able it is, with no obligation to go any further unless you wish to.
Having a database of over 260000 mystery shoppers enables us to find out almost anything. We have been asked to collect emails sent by competitors, opinions on new products in waiting for launch and many other things that you would not expect from a mystery shopping company…..
View all your Mystery Shopping data in one convenient place with access to our industry-leading reporting software, MSL Online.
Watch the video below or have a look around an example portal.