MYSTERY SHOPPING

Qatar’s first Integrated Mystery Shopping Service.

You have a business and not sure if your businesses are in lines with your policies, procedures, practices and so on. We help customers with mystery shopping or an anonymous consumer or secret shopper. This is a solution used externally by market research companies, watchdog organizations, or internally by companies themselves to measure quality of service, compliance with regulation, or to gather specific information about products and services. The mystery consumer’s specific identity and purpose is generally not known by the establishment being evaluated. Our Mystery shoppers perform a variety of tasks such as purchasing a product, asking questions, registering complaints or behaving in a certain way, and then provide detailed reports or feedback about the experiences.

12 December 2019

What We Do

MYSTERY SHOPPING
WITH AN X.

We assess the entire customer experience at every single touch point from start to finish.

At Cxessentials, we take up assignments to test the service skills of employees. Some of the common things our undisclosed shoppers will be looking for includes key areas such as,

How long it takes before the secret shopper is greeted
How was the secret shopper treated during their visit?
Cleanliness of location and employees
Quality and taste of meal served
Selection of products/food and prices
Speed and efficiency of service

After the visit, we will then submit our opinions and feedback about the shopping experience. This information can then be reviewed and analyzed by the business to find areas in their service or Customer Experience that need improvements.

Retail Outlets
Events
Hotels
Petrol Stations
Pharmacy
Travel Agency
Real Estate
Corporates
Clinics
Spa’s
Showrooms
Supermarkets
Online Store
Training Centers
+ More

Benefits

Monitor your customer experience journey
Identify your weaknesses
Prevention of Frauds
Receive feedback about each Customer journey interaction point
Improve sales performance to boost revenue
Keep employees ‘on their toes’
identify poorly performing outlets and channels
Monitor staff performance and identify their training needs
Cost-effective method of monitoring service standard quality
Benchmark organization’s performance against competitors
See how organization’s products services are received in the marketplace

TYPES OF MYSTERY SHOPPING EXPLAINED

Service Centers & Brances

Mystery shoppers are required to silently observe and note down their experience of a physical store/branch/service center, in order to measure the quality of service and gather information about products or services.

Call Centers

Mystery shoppers evaluate and observe their experience with the call centers and provide a detailed report on call answering, agent’s soft skills, product knowledge, turnaround time & compliance of regulations.

Website or Email

Our mystery shopping programs evaluate client’s digital channels from a customer’s point of view. This process involves finding information or requesting products and services to measure website standards, efficiency, and turnaround time.

Social Media

Mystery shoppers test the functionality and the responsiveness of an organization’s social media channels by going through their social media page and posting a query. Detailed analysis on accessibility, turnaround time and accuracy is then reported.

Live Chat

Live chat mystery shopping involves mystery customers testing the functionality of an organization’s live chat system in terms of availability, efficiency, responsiveness, and accuracy.

Brand & Price Check

This approach requires mystery customers to observe and/or interact with front line staff in order to gather specific information on Price and/or the brand. For example, prices offered by competitors and product placement in a store.

Promotional Kiosks

Often organizations provide special offers by running specific promotions. Our mystery customers measure the promoters/promotion kiosk and report their experience on availability of the promoter, accuracy of information provided, promoter standards, etc.