Mystery Shopping

Mystery shopping provided by experienced mystery shoppers based in Sudbury covering mainly Suffolk, Essex, Norfolk and Cambridgeshire.

Our mystery 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.

Mystery 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 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."

Mystery Shopping Purchases

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

Mystery Shopping 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.

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