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MYSTERY SHOPPING
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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.
Our Approach
We are here to help and apply a consultative customer-centric approach to each project.
We Listen.
We Plan.
We Work.
We Create.
We Deliver.
We Support.
We bridge It.
Contact Us
Thank you for your interest in Cxessentials. Please contact us using the information below.