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.
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,
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.
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.
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.
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.
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 mystery shopping involves mystery customers testing the functionality of an organization’s live chat system in terms of availability, efficiency, responsiveness, and accuracy.
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.
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.
We are here to help and apply a consultative customer-centric approach to each project.