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Secret Shopper

Testimonials
We enlisted the support of the Mackman Group to help provide a solution to a customer questionnaire problem, which arose due to an unprecedented level of response. The questionnaire had been sent out with a twice yearly magazine we produce to approximately 15,000 readers and we received 1,400 back. These were paper questionnaires and we quickly realised that the time and skills needed to input and analyse this data was not on hand within the organisation. Bearing this in mind we decided to look for a reputable agency that could help us deal with this effectively on a pro-bono basis, as we didn’t have funds available to enable us to cover the cost for this work.

The team at Mackman Group stepped up and managed to provide us with an online data management tool, which provided our admin team with a tailored method for inputting data quickly and easily and would allow for the data to be managed and worked accordingly. Not only did Mackman do this, but they worked to produce the insight and data from the questionnaire, which we needed and was in reality the most important part of the exercise.

The responses we’ve had have been fantastic, and mainly from frail older people in Suffolk, who need extra support and assistance to live independently. Not only has the exercise helped us understand the needs of older people in the county better, but it also raised some important questions, which will help our organisation drive forward new ideas in the future.


Jonathan Skermer
Age Concern

Mystery Shopping (Secret Shopper)

Secret shopper services provided by experienced secret shoppers based in Sudbury covering mainly Suffolk, Essex, Norfolk and Cambridgeshire.

Our secret shoppers can make contact with your company and it’s various sections in order to assess your levels of service, customer care and staff capabilities.

As a method of gathering competitor information, mystery shopping can also be used to benchmark your service levels against those of your competitors.

Secret shopping projects can be undertaken face-to-face or by phone and can be used to assess:

  • People skills & behaviour
  • The physical environment
  • Processes & procedures

Definition of Mystery Shopping (Secret Shoppering) by the MRS

“Mystery shopping can be defined as the use of individuals trained to experience and measure any customer service process, by acting as potential customers and in some way reporting back on their experiences in a detailed and objective way. It differs from other research techniques in that the evaluator does not declare his/her presence and the respondent is unaware at the time of the interaction that it is in any way different from a normal customer contact. Ideally results from this technique should be used more for directing training and for rewards schemes rather than for disciplinary purposes.”

Secret Shopper Purchases

The value of any purchases made during the course of a mystery shopping project are charged at cost and receipts will be provided.

Secret Shopper Reporting

As standard we will provide a copy of each individual mystery shopping visit checklist.  In addition we will produce a full summary report at the end of the mystery shopper project.  The summary mystery shopping report will bespoke and tailored to the needs of each commissioning client.  We can also publish your results securely online to enable real time updating of results that may be access by multiple parties within your organisation.

Request a secret shopper quotation

Contact us today with your requirements and we can quickly generate a quotation.

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