We offer the complete suite of CX Solutions

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analystics

Understand Customer Expectations; Delights / Pain Points

  • Customer expectations are constantly changing, and we need to understand current and future expectations.

  • We need to uncover what those key moments of truth are and manage them well.

customer-journey

Develop Service Standards and Measure Compliance Through Mystery Shopping

  • Service standards are often internal and not customer based.

  • Once service standards are developed monitor these to ensure they are being met.

service

Customer Journey Mapping, User Experience – Digital, Physical

  • Understand the customer journey for different missions.
  • Assess the touchpoints used as preferred depending on the mission.

  • Understand the user experience – online, store experience etc. and identify friction points.

presentation

Specific events – on-boarding, Closure, Complaints; Transactions

  • Experience with specific aspects of the journey  - related to people, process, products / services, communication etc.

  • Experience with shopper journey end-to-end.

consultant

Voice of Customer​

  • Understanding customer experience based on their interaction with specific touch points along the journey.

  • Experience is measured as close to the event and our closing the loop module helps clients manage their customers through our online portal.

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Mystery Shopping Our Point of View

  • Mystery shopping is a commonly adopted methodology in research to assess the adherence of staff or processes to industry standards or established SOPs. 
  • The compliance or adherence to standards or protocols or SOPs is essential to the overall customer experience. A poor experience while can largely attributed to the non-adherence to standard, often the standards set by businesses do not meet the customer expectations or are being exceed by competitors.
  • To enhance the customer experience, we recommend adopting what we refer to as the customer experience measurement triad comprising three main activities.
Types of Mystery Shopping

Mystery Shopper

Our mystery shoppers following the entire customer journey, from initiation of the service which could be online, telephone or through an app to final delivery and follow up. E.g. an automotive dealer would like to evaluate the entire service journey from booking an appointment to vehicle delivery and the follow up call. Along the journey they assess the staff or process adherence to standards.

Mystery Checks

This evaluates the service quality and adherence to standards on-site. It ensures your employees are maintaining the required standards and that customers are receiving the best possible service. E.g. A retailer would like to not just assess the experience of a customer in store but also whether the shelves are in order, products are in the right place, are easy to find and the store is clean.

Competitive Intelligence

Genuine customers who pose as mystery shoppers are often used to obtain competitive intelligence regarding the products, services and discounts offered. E.g. Intelligence on corporate rates for bulk purchases, fleet services or finance and mortgage rates, health and auto insurance rates etc. Assessing the price competitiveness of products, services, maintenance and parts is a major area of investigation for many clients using the mystery shopping programme. 

Mystery shopping is not customer experience

01

Mystery Shopper is different to customer experience surveys as it provides an objective evaluation of compliance to service standards, protocols and SOPs.

02

It highlights areas of high performance and areas of underperformance / that may lead to customer dissatisfaction.

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03

It is an important input into marketing, promotion, staff training programmes, and brings the organisation to common level of understanding of customer management.

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It is often used as a KPI to encourage / motivate improvement of staff and as reward and recognition of performance.

Our Mystery shoppers

are well versed with the requirements

 

Diverse Pool

01

  • We have an expert pool of Mystery shoppers of different Nationality & Age group across Middle East and Africa

  • We carry regular activities to hire new mystery shopper & grow our team by recruiting new faces.

  • Customer recruitment: Some programmes can only be executed by genuine customers in which case we will recruit customers and train them accordingly

Domain Expertise

02

  • We give specialized guidance and training to the shopper in accordance to the study

  • The training consists of workshops, role plays and catering to various scenario

Induction

03

  • The shoppers are inducted and trained by our’ Mystery shopping experts

  • Every new shopper has to complete 2 Pilot visits so get inducted into our Mystery shopping pool

  • Based on the pilot visit the supervisor provides feedback and if not satisfied the above process is repeated