Mystery Shopping
Mystery shopping is a widely used method of evaluating the quality of customer service whereby a specially trained “mystery shopper” performs tasks in-store, online, and/or by phone, such as purchasing a product or running through a specific scenario, and then provides detailed customer experience insights, allowing an organization/brand to drive effective change within its business. The result is an objective assessment of the company’s adopted standards, allowing to evaluate the level of service through the eyes of a real customer.
Our mystery shopper service can be tailored to meet your specific business needs and goals. We provide a mystery shopper report in the form of an audio/video recording, photos and a checklist on web-based business intelligence platform.
Our mystery shoppers are not employees of JFB International, but rather independent contractors. They are self-employed evaluators who have undergone special training. This allows us to carry out evaluations in different regions and time zones on schedule and to the highest standard.
Every month we conduct more than 10,000 evaluations of varying complexity for clients from different industries across different regions
Our mystery shoppers always match the profile required by the Client in terms of age, gender, education, income and selected legend.
We work with more than 100,000 mystery shoppers
Our project managers are experts in various industries, including retail, financial, luxury, restaurant and others. This allows us to better understand the Client’s needs and to develop a legend and checklist in line with the evaluation goals.
Our project managers are sales and service research professionals
The type of evaluation depends on the industry, features of business, and the main goal.
What types of Mystery shopping services are available?
Which organizations and what we evaluate
All types of retailers
(grocery and department stores, chain of hypermarkets and convenience stores, both highly specialized and with a wide product range)
Mystery shopping surveys evaluates:
— cleanliness and general appearance of location both interior and exterior
— the overall quality of service
— sellers’ knowledge of the product/service
— compliance with legal requirements
— staff appearance, friendliness and engagement
— product availability and placement
— wait and service time
Mystery shopping surveys evaluates:
— cleanliness and general appearance of location both interior and exterior
— the overall quality of service
— sellers’ knowledge of the product/service
— compliance with legal requirements
— staff appearance, friendliness and engagement
— product availability and placement
— wait and service time
You can order the Mystery Shopping services in all cities and countries where we operate
Our Six Step Process
We work with every client to understand what matters to their brand, and create a tailored program based on their challenges. Then we educate our mystery shoppers, validate knowledge transfer, draw up a schedule of visits
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We visit the targets as per the agreed schedule and profile
We record audio of the visit, take photos or make videos, complete the checklist based on the results
Within the designated timeframe, we provide a full report on each visit on the web-based business intelligence platform
We create final report with recommendations based on the results of the service quality evaluation
We can organize workshops and practical seminars aimed at ironing out problem areas and training staff as required
Prices
The final cost of the research depends on the number and geography of visits, the requirements for mystery shoppers, and the format of deliverables and recommendations
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