Mystery Shopping
A customer’s experience
that helps you grow
Mystery shopping is valuable for measuring and auditing operations, sales, and service quality. Mystery Shopping involves individuals experiencing your business from the customer’s perspective, assessing everything from service quality and staff knowledge to the overall ambience and compliance with brand/organisation standards.
This objective feedback provides actionable insights into your customer experience strengths and areas for improvement.
The Market Intelligence Co.’s mystery shopper and user experience (UX) programs provide detailed insights into the experience and service your customers receive across multiple areas and channels:
- Cleanliness (e.g. premises, staff presentation)
- Product (e.g. pricing and features)
- Customer service (e.g. customer service levels)
- Maintenance & Conditioning (e.g. premises, technical support)
- Marketing & Event Evaluation (e.g. displays, ads, promotions)
- License Compliance (e.g. appropriate product use)
Benefits of our Mystery Shopping Service
- Identify Service Gaps: This will help you clearly understand where your service may fall and help you make targeted improvements.
- Enhance Brand Consistency: Ensure customers receive a uniform experience across all locations, strengthening brand perception.
- Boost Customer Loyalty: Identify the drivers of satisfaction and loyalty, helping you deliver experiences that keep customers returning.
- Empower Employees: Mystery shopping results can be a valuable training tool, providing staff with real-world feedback to improve performance.
- Drive Sales Growth: A positive customer experience leads to increased conversion rates and repeat business, ultimately driving revenue.
Why Choose Us?
Our team of mystery shoppers cover business to business (B2B, including trades) and business to consumer (B2C) interactions.
We cover all manner of interactions, from on-site visits, phone, email contact and online experiences. The Market Intelligence Co. customises programs based on your unique needs— from service measurement, compliance, or competitor benchmarking—to ensure your customers’ experiences are optimised and your (and/or suppliers/partners) operations align with expectations and agreed KPIs.