Mystery Shopper Services

Mystery Shopper Services

Mackman Research is a leading mystery shopper services company in East Anglia providing experienced mystery shoppers covering mainly Suffolk, Essex, Norfolk and Cambridgeshire.

Our mystery shopper service team will make contact with your organisation in order to assess your levels of service, customer care and staff capabilities.  Ambitious companies combine mystery shopping techniques with customer satisfaction surveys for a truly proactive approach.

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

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 Shopper Services – Purchases

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

Mystery Shopper Services – Reporting

As standard we will provide a copy of each individual mystery shopper visit checklist.  In addition we will produce a full summary report at the end of the mystery shopping project.  The summary mystery shopper services 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 quotation

Contact our mystery shopper services team today with your requirements and we will quickly generate a quotation.

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