ABOUT MYSTERY VISITS & MYSTERY CALLS
Curious about how customers or guests are experiencing the interaction with your co-workers and organization? Conducting a mystery visit (visit restaurant, shop etc ..) or mystery call (service or sales related) will provide an interesting insight into the current situation. This solutions is also often used in preparation for a training or as a zero-measurement. By conducting multiple mystery visits or mystery calls, the result of your (and our) efforts can be measured.
The mystery shoppers/visitors from our partner Inprove Mystery Shopping are trained to observe ‘concrete behavior’. We do not only measure quality, service standards and procedures. We also measure customer experience/guest experience. In the most objective way possible! After all, experience is always personal. Mystery shopping provides insight into employee behavior, brand experience, internal processes and quality – all crucial business KPIs.
- Identifying the gap between desired- and actual customer experience.
- Reporting including advice to improve the customer experience.
- The final result: increased customer engagement and loyal customers.