Mystery Shopping

How?

• An audit covering points of sale / customer service / agents, carried out by auditors playing the role of a customer

• Possible options: mystery calling, mystery on-line shopping

What do you get?

• Insight into how customers are treated by "front line" employees, and a description of how this compares to standards on the market and in the company
• Identification of any possible deviations from application of procedures related to customer service
• Assessment of locale appearance and the company materials there (leaflets, folders, etc.)
• Specific indications on how to improve customer service results
• Data for assessing BTL campaign quality and effectiveness