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Productivity: measuring employees' experience, satisfaction, and engagement to enhance the work environment and increase their productivities.
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Motivation: getting insights around employees' sentiment to make the required improvements and drive employees' motivations.
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Empowerment: revealing employee interests, needs, concerns, and aspirations to enable them to deliver innovative business values.
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Incorporate VoE with VoC: aligning the voice of employees with the voice of customers to improve the customer experience and create positive business outcomes
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Evaluation: assessing the current journey mapping and identifying the gap between the existing customer journey with customer expectations.
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Designing: helping in designing the customer journey map based on customer perspectives and expectations.
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Blueprinting: visualizing the finalized journey map in various formats and communicating it within the entire organization.
Mystery Shopping Solution
Our Approach
06
Present
Analyze
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04
Report
We help you to gain a comprehensive, unbiased assessment of your customer touch points. We prospect, select, train and assign qualified mystery shoppers to conduct visit, call and online shops in order to evaluate particular areas in customer interactions that include: general appearance, staff skills and behaviors, process and procedures in your operations.
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Assign
Train
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01
Select
Mystery shopping solution helps you to:
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Enhance customer service quality level
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Increase sales and improve customer retention ratio
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Improve and maintain a high level of frontline execution
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Develop best practices in customer interactions
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Identify areas of improvement in customer experience
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Discover growth opportunities
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Define the training and development need for your team
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Develop reward program for your team
What can mystery shopping measure:
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Customer service quality
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Sales effectiveness
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Staff skills and behavior
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Conformance to brand standards
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Competition standing
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Compliance with regulations
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General appearance
The ROI of Mystery Shopping
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Increase revenue
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Improve customer service performance
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Increase customer satisfaction level
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Enhance employees motivation
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Protect brand equity
Mystery Shopping Types
On Site Mystery Shopping
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Cleanliness & appearance
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Staff behavior
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Sales effectiveness
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Customer service skills
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Path to purchase
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Product presentation
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Competitor’s analysis
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Standards Compliance
Phone Mystery Shopping
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Welcoming attitude
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Friendless
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Timing
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Product/service knowledge
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Regulations Compliance
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Competitor’s analysis
Online Mystery Shopping
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Customer inquiries
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Technical issues
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Purchase process
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Web navigation
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Competitor’s analysis
Why us
Our local presence with market expertise enables us to build the right measuring process in order to gain the most insightful information related to your customer experience. After studying every aspect in your customer journey, we develop a customized mystery shopping program using the latest technology with a dedicated expert team to provide you with the most appropriate solution that meets your needs.
