Mystery Shoppers

Mystery Shoppers


TeSTer Check

allow to know how consumers are actually experiencing your brand and services, and also benchmark against your competitors.

 

 It is an invaluable tool to…
  • Improve processes and quality of services
  • Control retail network and outsourced services
  • Manage customer service staff (supervision, training, motivation,…)
  • Analyze commercial strategies of competitors
  • Identify gap between your products and the competitors´ones

 

Mystery Shopping is the art of evaluating customer services discreetly and professionally. Our service checkers are required to carry out evaluations in an objective manner without drawing attention or causing attendants or assistants to treat them differently, or specially, compared to other customers.

The mystery shoppers can simulate puchase situation, make a claim, ask for information, of your company or your competitors.

You can assess…

Eyewitness Mystery shopper

     Point-of-sale or customer service

Mystery caller

                Customer call centres

@ Mystery

              Online customer service

 

With TeSTer Check you can get insight about…

  • Customer service quality

    • Treatment/ friendliness
    • Knowledge and professionalism of the staff
    • Willingness to inform
    • Time spent waiting for service
    •  

  • Marketing

    • Product positioning
    • Availability and recommendation of models/ brands and/or services
    • Tracking of prices and discounts
    • Proactivity of the sales team
    • Sales pitches
    •  

  • Campaign and promotions

    • Implementation of advertisement and promotional campaign
    • Monitoring prices and discounts

  • Staff management

    • Compliance of sales handbook and  internal rules.
    • Solving claim and incidents
    • Training needs. Impact of training programmes.
    •  

  • Benchmarking

     

 

 

TeSTer Check

 

 

  • A wide mystery shoppers team, with different demographic profiles, who is training about the specific issues of each research.
  • On-line  reports (easy to understand ) after 48 hours of each audit.
  • Customer experience reports provide a balance of qualitative and quantitative feedback – giving frontline teams the opportunity to understand the experience of their customers and the impact of their actions and form a solid base as a training tool.