Products & Services

Customer Experience

You might be looking to monitor compliance, drive performance improvement or gather insight into the customer experience. We can offer many different types of mystery shopping and customer experience assessments to assess a range of touchpoints. Our bespoke and flexible approach means that wherever a customer experience exists, we can put a programme in place to meet a wide range of objectives. We have almost 29 years’ of experience doing so!

Over 330,000 mystery shoppers worldwide!

We have over 330,000 mystery shoppers all over the world meeting a huge range of demographics enabling us to match your typical customer profile and provide more in-depth feedback as a result.

It's not just retail!

Our panel also includes: • mystery shoppers; • mystery customers; • mystery passengers; • mystery diners; • mystery students; • mystery managers; • mystery auditors; • mystery clients; • mystery guests; • mystery donators (charity fundraising).

Channels

We can assess interactions of all types including: • Telephone • Face to Face (on site or at home) • Website functionality and usability • Online Web Form • Social Media • Email • Webchat • Video Chat

Recording

To further aid feedback and coaching, we can also audio record, screen record and video record assessments. This also enables you to listen/watch to the experience as it happens and decide yourself whether the experience meets the standard you expect.

Actionable Data

Our team of experts will not only provide you with the results of the assessments, but also give you deeper insight into how you can action the findings for ongoing improvement. We will work with you until you achieve and exceed your customer experience goals!

Customer Feedback

When looking to get an overall picture of your customer experience; as well as understanding what the customer journey looks like, you also need to speak to your actual customers.

Customer Satisfaction Surveys

It’s rare that customers are truly honest to your face and they notoriously try to avoid any potential confrontation. People don’t voluntarily leave constructive feedback when they are unhappy with the service they have received; instead, they tend to tell everyone else about their negative experience, which can be very damaging. We can help you stay one step ahead. We’ll call your customers with a strategic set of questions that will allow you to gain genuine and balanced customer feedback.

Customer Feedback Panels

Your very own group of genuine customers offering insightful feedback on their experiences, thoughts and opinions on an ongoing basis. Tap into the minds of the customer as much as necessary and ask them their thoughts on; Planned marketing campaigns before and after launching; New company directives; Customer experience standards and/or Products and services.

Exit Interviews

We can arrange for nominated sites to have an interviewer standing at the store exit. The fully briefed interviewer will engage with as many customers as possible and ask for feedback on an agreed question set. The surveys will be completed on tablets and submitted to us and we will upload all completed surveys to your online portal. Surveys can be personalised 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)

Lost Lead Feedback

How often do you ask your customers why they didn’t buy from you? This powerful information can provide you with the insight you need to make immediate changes to increase your customer retention and sales going forward. We call your lost leads and ask them for feedback – if we feel we can turn the customer from a detractor to a promoter, we will! We will pass you this lead and allow your customer service team to call and put right what might have gone wrong.

Competitor Analysis

No one likes losing out to a competitor. We understand how difficult it is to find time and resource to keep eyes on what your competitors are doing and how they are servicing the market. We’ve helped businesses of all sizes and across many different industries gain further insight into how their competitors operate and how the service compares to their own. This vital information is relied upon to move their businesses forward.

Competitor Intelligence

Competitor intelligence is a critical business tool and when used on an ongoing basis, gives you a far deeper insight to market trends, industry developments and competitor strategies giving you the opportunity to always stay one step ahead.

Benchmarking

Understanding how you perform against your competitors is also valuable insight - Benchmarking gives you solid understanding of where you sit against competitors; analysing weaknesses you can take advantage of, and strengths you can learn from.

How Does it Work?

Mystery shoppers pose as genuine customers and covertly assess your business alongside your competitors, providing you with a like-for-like customer journey assessment. Mystery shoppers can then feedback on a wide range of touchpoints including pricing, speed of response, style of response, Unique Selling Points and overall experience. The insight gathered can be used to reinforce the stamp of individuality on your business; to go that extra mile and really build the identity of the brand, avoiding being ‘just another’ provider in the industry.

Audits

Are you looking for a solution to reduce the time being wasted on auditing when managers could be out coaching teams? Or are you looking for help monitoring stock levels, asset quality or product pricing? We provide a range of auditing solutions that, for 28 years, have been helping our clients to reduce the risk of receiving industry related fines and poor customer reviews. Our auditing software and reporting suite enables you to receive real-time and unbiased data at your fingertips.

Compliance and Risk Management

We carry out a comprehensive review of your product, policies and procedures ensuring that your business is meeting both regulatory and company standards. Compliance audits can quickly identify weaknesses in regulatory compliance processes and our audit tools allow us to escalate serious breaches to you immediately reducing the risk of any impact to your business.

Store and Stock

Store audits are a physical verification of inventory and associated methods. Our audits enable you to get a deeper insight into sales volumes, stock levels, damaged goods, visual merchandising, displays and planogram compliance and send action plans to teams to track correction easily and even on the go. Our reporting systems can even integrate with yours to aid with internal management procedures.

Fixtures and Fittings

Audits of fixtures and fittings can include a range of assets including ticket machines, vending machines, transport and any other manned or unmanned facilities. We can provide photo and video evidence of any issues and document them on an easy to use issue management system. We will provide you with reports that enable you to see, at a glance, where attention needs to be focussed and even integrate our reporting with your internal systems to aid management.

Pricing and Promotions

Our pricing programmes compare prices, promotional offers and discounts given by your competitors or partners. Our mystery shoppers can make enquiries and gain the best possible price for a specified product or service to understand what discounts are available if pushed, or they can simply record prices seen either in store or online. This allows you to be one step ahead at all times.

Market Research

Are you fed up of spending time developing new products or marketing strategies only to find your target customers are not engaging with the materials? Our team has developed a range of tools that can provide insight of customers’ wants and needs, as well as more in depth analysis of your customers’ knowledge and perception of your company to ensure you don’t waste time and money on poorly aimed marketing.

Focus Groups

Talk to your customers directly and identify their true feelings, perceptions and thoughts about your products, services and/or marketing ideas. Used as a standalone method or as part of a multi method design, focus groups are a fantastic way of researching new or existing products/ concepts and then determining ‘what would happen if’ scenarios. Our online solution keeps costs low and increases participation rates to enable us to offer a much more cost effective solution than ever before.

Surveys

You might be wondering what your target market would think of your new logo design, or you’d like to find out what their favourite product is. We can quickly and effectively ask your customers questions to find out their thoughts/ feelings on a wide range of topics. More often than not, our database of 330,000 people will include current or potential customers of your business who we can contact and ask to take part in a survey. Where permitted, we can also contact your customer database and provide a comprehensive report containing the most important insight to you.

Polls

Sometimes, you just need a quick yes or no answer, or a option A vs B opinion. Rather than waste money on a large scale market research programme, why not just utilise our poll facility? Polls can be quickly executed and typically consist of one question, which is either open ended or multiple choice. These can be done on an ad hoc basis or perhaps you would like to gather information over time to track changing trends; either way, we will provide a report summarising the results and include any recommended next steps.

Market Segmentation

It’s so important to learn as much about your customers as you can in order to ensure marketing budgets are put to the most effective use to produce a good return on the investment. By dividing your target market into smaller groups such as interests, needs, geographic, demographic and behaviour types, you can determine how to design and market your products and services to best meet their individual needs. We contact your customers and prospects and ask them a range of questions about themselves and their scenario to find out enough information to enable us to present to you the types of customers you should be targeting, where you will find them, how you should be reaching them and what materials you would benefit from utilising.

Employee Engagement

Have you ever wanted to be a fly on the wall in the staff room to find out what topics are being discussed, what pain points employees are worried about or what they think of a new procedure or company directive? It’s been proven that when employees are engaged it leads to employee retention, improved productivity, higher quality of work, customer loyalty and profitability. Our range of employee engagement and insight tools provide insight on your team's thoughts across a range of topics.

Employee Engagement Surveys

Asking employees what they think of a new directive is often met with silence, but their feedback is so valuable – so how do you obtain this insight? We can create employee engagement surveys that maintain a balance between understanding the employee’s feelings on the business as a whole, whilst also focussing in on any expected pain points. Done regularly, changing behaviours and feelings are tracked over time.

Focus Groups

Focus Groups provide deeper insight that goes beyond words; body language and facial expressions will give more insight than answers on paper. If issues/ ideas have been identified through other means, e.g. employee engagement surveys, it’s very useful to be able to gain more insight and context of certain topics to further understand the impact as well as any possible recommendations the team have to overcome them.

Mystery Employees

Mystery Employee programmes are a great way to assess the satisfaction level, quality and compliance throughout the onboarding process from recruitment and interviews, to training and induction. The mystery employee can give real-time information on what the atmosphere is like, what happens in real-life situations and what it’s like working day to day in your business. Mystery employees are able to give honest feedback enabling you to understand how your internal processes are perceived by new and prospective employees.

Team Training

What do you do if your team is not generally engaged and you want to increase their skills and development opportunities? One of the best ways to boost team engagement is to spend time developing them. A strong training and development programme will ensure that your employees are staying up to date with ever changing standards, overcoming any weaknesses and will give them a greater understanding of their role responsibilities, which builds confidence and increases productivity.

Key Skills Assessments

A Key Skills Assessment is a survey that measures the understanding employees have and identifies gaps where training may be needed to maximize the growth and potential of the individual to have a positive outcome for your business. Addressing skills gaps energises and engages staff who can become more productive and better meet the demands of their work. We can carry out assessments for both existing and new staff and provide data on a dashboard to clearly highlight who has what gaps and which areas are causing the most issues.

eLearning

Demonstrate to your workforce that you value them enough to invest time into them and you’ll find loyalty and retention in return. Choose what new skills your workforce gains and target skills to benefit not only them but your business now and to meet future business strategy goals. Designed specifically to enable employees to work at their own pace and around their work, we have several eLearning modules available including Selling for Beginners, Train the Trainer and Coaching and Leadership. We can also design bespoke programmes for your team at competitive prices.

Online Workshops

Our interactive online workshop sessions are designed around your specific requirements. With an emphasis on problem solving, our coaches are hands on and can significantly raise motivation in employees allowing them to participate and ask questions. We have several topics already prepared including Selling for Beginners, Train the Trainer and Coaching and Leadership but we can also design bespoke programmes on request.

View all your Mystery Shopping data in one convenient place with access to our industry-leading reporting software, MSL Online.

  • Track and analyse all of your data, compare your reports and easily view all of your photo, audio or video evidence
  • See your results in an array of configurable different formats
  • ‘Need to knows’ are presented to you immediately on your customised dashboard
  • Easily export the results and data tables for your own analysis or for use in meetings and presentations.
  • Define different levels of authority to ensure that only information appropriate to that user can be accessed, allowing everyone throughout your organisation to view and track their own results on the same system.

Watch the video below or have a look around an example portal.

Client Portal Tour

To complement your web-based reporting, our team of Data Analysts can create bespoke reports to meet your requirements and match your company branding. It might be that you need to put a presentation of your mystery shopping results together for the next monthly meeting, or that you need an end of year written summary to provide to shareholders. Whatever the requirement, our team will be happy to help. This will mean that you are freed up to spend more time actioning the results and less time preparing documents. Our reporting options are flexible and can all be distributed to multiple recipients as often as you require.

DASHBOARD SUMMARY

A two-page, visual representation of results that could include:

  • Trend Analysis
  • League Tables
  • Strengths and Weaknesses
  • Shopper Feedback Examples
  • Executive Findings

TYPICALLY £150 - £350.
For existing clients, contact your Account Director.

  • SUMMARY REPORT

    A full summary of results which can include everything in a Dashboard Summary plus:

    • Topline Reporting
    • Question by Question Analysis
    • Key Performance Indicators
    • Conclusions & Recommendations
    • Benchmarking (if applicable)

    TYPICALLY £350 - £650
    For existing clients, contact your Account Director.

  • ENHANCED REPORTING

    Dashboard and Summary Report + any bespoke reporting:

    • Presentation of Findings
    • Certificates
    • Online Interactive Presentations
    • Video Summaries
    • Tailored/Integrated Reporting

    Request a Quote
    For existing clients, contact your Account Director.

  • To complement your web-based reporting, our team of Data Analysts can create bespoke reports to meet your requirements and match your company branding. It might be that you need to put a presentation of your mystery shopping results together for the next monthly meeting, or that you need an end of year written summary to provide to shareholders. Whatever the requirement, our team will be happy to help. This will mean that you are freed up to spend more time actioning the results and less time preparing documents. Our reporting options are flexible and can all be distributed to multiple recipients as often as you require.

    DASHBOARD SUMMARY

    A two-page, visual representation of results that could include:

    • Trend Analysis
    • League Tables
    • Strengths and Weaknesses
    • Shopper Feedback Examples
    • Executive Findings

    TYPICALLY £150 - £350.
    For existing clients, contact your Account Director.

  • SUMMARY REPORT

    A full summary of results which can include everything in a Dashboard Summary plus:

    • Topline Reporting
    • Question by Question Analysis
    • Key Performance Indicators
    • Conclusions & Recommendations
    • Benchmarking (if applicable)

    TYPICALLY £350 - £650
    For existing clients, contact your Account Director.

  • ENHANCED REPORTING

    Dashboard and Summary Report + any bespoke reporting:

    • Presentation of Findings
    • Certificates
    • Online Interactive Presentations
    • Video Summaries
    • Tailored/Integrated Reporting

    Request a Quote
    For existing clients, contact your Account Director.

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