Mystery shopping in retail business

Our assessments will help you understand the customer service offered by your staff, how the customers visiting your points of sale are being treated and how satisfied your potential customers are.

It involves finding out those areas where the company is not offering the best service. These are areas to be improved which have a direct effect on the business’ profitability. Based on the mystery shopping reports, an improvement strategy can be established to improve the weaknesses.

The way your staff interacts with customers is one of the main profitable points of your business. How the product is sold, the explanations offered and how the customer is treated are essential to achieve a good sales revenue.

Finding out if there is direct and efficient customer communication through all the available channelsfor such purpose. Checking if your company communication channels (website, email, social media, phone…) are effective and tailored to the channel your customer uses.

You will be able to understand how each individual shop within a shopping mall works, whether customer service standards are respected, how the shopping experience is or evaluation of shop cleanliness and order.

The shopping mall, as a company, must have unified performance criteria and standards, as well as unified customer service processes in every contact point available to customers.

Controlling that all the available platforms, established to inform about promotions, offers, activities and other leisure events taking place in the shopping mall, are reaching potential customers correctly and always keeping the shopping mall brand image. In particular, we could assess the prescription of such promotions in the points of sale.

It involves finding out if these basic services are working optimally in the shopping mall: does communication in public transport work smoothly?, what are the parking conditions?, are there many traffic jams in the surrounding streets?, are the premises and toilets clean?, how many security guards are there?, does it feel safe inside the shopping mall?, is there enough lighting?, is the signage correct?, are the information officers available in the enquiry points and are they kind?, etc.

Our assessments will help you understand the customer service offered by your staff, how the customers visiting your points of sale are being treated and how satisfied your potential customers are.

It involves finding out those areas where the company is not offering the best service. These are areas to be improved which have a direct effect on the business’ profitability. Based on the mystery shopping reports, an improvement strategy can be established to improve the weaknesses.

The way your staff interacts with customers is one of the main profitable points of your business. How the product is sold, the explanations offered and how the customer is treated are essential to achieve a good sales revenue.

Finding out if there is direct and efficient customer communication through all the available channelsfor such purpose. Checking if your company communication channels (website, email, social media, phone…) are effective and tailored to the channel your customer uses.

You will be able to understand how each individual shop within a shopping mall works, whether customer service standards are respected, how the shopping experience is or evaluation of shop cleanliness and order.

The shopping mall, as a company, must have unified performance criteria and standards, as well as unified customer service processes in every contact point available to customers.

Controlling that all the available platforms, established to inform about promotions, offers, activities and other leisure events taking place in the shopping mall, are reaching potential customers correctly and always keeping the shopping mall brand image. In particular, we could assess the prescription of such promotions in the points of sale.

It involves finding out if these basic services are working optimally in the shopping mall: does communication in public transport work smoothly?, what are the parking conditions?, are there many traffic jams in the surrounding streets?, are the premises and toilets clean?, how many security guards are there?, does it feel safe inside the shopping mall?, is there enough lighting?, is the signage correct?, are the information officers available in the enquiry points and are they kind?, etc.

Product features are different from one brand to another. With a mystery shopping programme, you can find out if your customers are getting the right product information and if your staff is using the right selling arguments.

Customer service processes are different from one brand to another. We can help you find out if the whole customer service is followed by email, phone or on-site for all your shops.

In many cases, it is necessary to offer customers a wide range of products in order to sell only one and the advice offered by staff is also key to the purchase decision

The way your staff communicates with your customers is one of the most important assets of companies. The mystery shopping visits will help you find out your staff professionalism when offering the best product or service, the staff arrangement in the shop or if the staff manager can be identified among the rest of the staff.

How a product is displayed can have a direct effect on your business profitability, for this reason it is important to know if the products are really organised and displayed in the shop following the central office requirements; are all the mannequins correctly dressed?, how are the stock items arranged?, etc.

Checking if the shop cleanliness and order are optimal; are there boxes around the shop?, are there hangers on the floor inside the fitting rooms?, is the cashier untidy with papers lying around?, etc.

In this technological age, it is essential that online orders are correctly managed; are orders kept in a cabinet and are they organised by date?, is the ID requested to customers before delivering the ordered item?, do available platforms inform the customer about “where your product is” during the whole process?

A good first impression is very important and your staff is your brand’s visible image. Therefore, a mystery shopping programme will help you to understand if your staff keep a right appearance: clean, hairstyle, make-up, and if they are wearing the uniform requested by the brand or if they wear the appropriate identification.

Our assessments will help you understand the customer service offered by your staff, how the customers visiting your points of sale are being treated and how satisfied your potential customers are.

It involves finding out those areas where the company is not offering the best service. These are areas to be improved which have a direct effect on the business’ profitability. Based on the mystery shopping reports, an improvement strategy can be established to improve the weaknesses.

The way your staff interacts with customers is one of the main profitable points of your business. How the product is sold, the explanations offered and how the customer is treated are essential to achieve a good sales revenue.

Finding out if there is direct and efficient customer communication through all the available channelsfor such purpose. Checking if your company communication channels (website, email, social media, phone…) are effective and tailored to the channel your customer uses.

You will be able to understand how each individual shop within a shopping mall works, whether customer service standards are respected, how the shopping experience is or evaluation of shop cleanliness and order.

The shopping mall, as a company, must have unified performance criteria and standards, as well as unified customer service processes in every contact point available to customers.

Controlling that all the available platforms, established to inform about promotions, offers, activities and other leisure events taking place in the shopping mall, are reaching potential customers correctly and always keeping the shopping mall brand image. In particular, we could assess the prescription of such promotions in the points of sale.

It involves finding out if these basic services are working optimally in the shopping mall: does communication in public transport work smoothly?, what are the parking conditions?, are there many traffic jams in the surrounding streets?, are the premises and toilets clean?, how many security guards are there?, does it feel safe inside the shopping mall?, is there enough lighting?, is the signage correct?, are the information officers available in the enquiry points and are they kind?, etc.

Product features are different from one brand to another. With a mystery shopping programme, you can find out if your customers are getting the right product information and if your staff is using the right selling arguments.

Customer service processes are different from one brand to another. We can help you find out if the whole customer service is followed by email, phone or on-site for all your shops.

In many cases, it is necessary to offer customers a wide range of products in order to sell only one and the advice offered by staff is also key to the purchase decision

The way your staff communicates with your customers is one of the most important assets of companies. The mystery shopping visits will help you find out your staff professionalism when offering the best product or service, the staff arrangement in the shop or if the staff manager can be identified among the rest of the staff.

How a product is displayed can have a direct effect on your business profitability, for this reason it is important to know if the products are really organised and displayed in the shop following the central office requirements; are all the mannequins correctly dressed?, how are the stock items arranged?, etc.

Checking if the shop cleanliness and order are optimal; are there boxes around the shop?, are there hangers on the floor inside the fitting rooms?, is the cashier untidy with papers lying around?, etc.

In this technological age, it is essential that online orders are correctly managed; are orders kept in a cabinet and are they organised by date?, is the ID requested to customers before delivering the ordered item?, do available platforms inform the customer about “where your product is” during the whole process?

A good first impression is very important and your staff is your brand’s visible image. Therefore, a mystery shopping programme will help you to understand if your staff keep a right appearance: clean, hairstyle, make-up, and if they are wearing the uniform requested by the brand or if they wear the appropriate identification.

A franchise must respect the principles set by the parent company so as not to lose its essence and must adapt to the values ​​transmitted by the brand. Therefore, we need to find out if these protocols are really respected.

The franchisee, as part of a parent company, must comply with certain criteria and forms of action set by the brand in each of the points of contact with its public.

It is relevant to know how they act on certain controversial or complicated occasions. The brand image must always be looked after, and the shop must be quick to find a solution with good manners.

An optimal, friendly working environment with good team spirit must be ensured. It is important to find out if the manager speaks contemptuously to a colleague, if there are any arguments in the shop, etc.

It consists of analysing if the protocols set by the franchisee are met; as well as the payment, returns policy, how the products are offered by staff. For instance, if the ID is requested when paying by credit card, if the given change is explained, if they offer a gift ticket, etc

How products are arranged can have an impact on the profitability of the business. It is really important to know if items are really ordered and arranged in the shop as it was set by the head office. For instance, how the stock items are arranged, properly dressed mannequins, etc.

Knowing if the delivery of the product to the customer meets the requirements set by the franchise; for instance, how the product is wrapped for a gift, if it is specially packed for fragile products or where the gift ticket is placed.

Controlling if all the promotion and offer communication platforms are successfully reaching the potential customers while keeping the essence of the parent brand.

When deciding on investing in a franchise, it is very important to know the opinion of other franchisees; how this franchise works, if the set protocols are very strict, if certain basic criteria are met, etc.

Besides the mystery service, we can verify that the internal processes are met. This requires our shoppers to identify themselves and have access to the private area reserved for staff and thus verify that the franchise is operating correctly, apart from what the customer can see. For instance, what suppliers they are purchasing from, internal organization, internal communications, etc.