Mystery Shopping

Mystery Shopping is highly valuable performance tool that provides a clear, accurate and unbiased account of the interaction between employees and customers. It identifies the gap between their services beliefs and the reality of the customer experience

  • Mystery shoppers are thoroughly briefed for each scenario, with role playing used to ensure that they develop the capacity to "think on their feet".
  • Mystery shoppers are carefully selected so that their characteristics meet the requirement according to the project.
  • Scenarios are developed in conjunction with the client.
  • Observations are recorded using a carefully designed, structured and objective scoring system.