In today’s world, customers always have a choice and are guided by various factors when making decisions. Not only the product or price plays an important role, but also the sales process and level of service.
A mystery shopper survey is necessary if:
01
There are leads, but no sales. We need to improve the effectiveness of customer interactions.
02
Customers admit that your company’s service does not meet their expectations. But what exactly is going wrong?
03
You want to know how your competitors interact with customers and close deals.
04
You suspect that your employees are not adhering to service standards.
05
You are having difficulty retaining customers, and you do not understand why they are going to your competitors.
Communication with the customer and the sales process are the final stages of the funnel. During the research process, the marketer pays attention to important features:
During the study, the marketer consciously pays attention to dozens of small nuances that shape the impression of the conversation.
A Mystery shopper is a marketing research method in which a specially trained person interacts with your business and your competitors’ businesses as a regular customer according to a script. This approach allows you to evaluate your service from the buyer’s perspective, identify problems and weaknesses in customer interactions, obtain additional information about your competitors’ operations, and develop a plan for change.
1 hour
Free of charge
consultation
Individual
decision to start
30+ hours
depending on the specifics of the project
4
specialists
from 2 weeks
10+ hours
depending on the specifics of the project
4
specialists
from to 2 days
A Mystery shopper is not just a service test
A Mystery shopper allows you to not only check the quality of customer service, but also identify deeper problems in your business model, team, or processes. It is a tool for comprehensive analysis of the customer experience that can open up new opportunities for your business to grow.
Results matter if they are implemented
The results obtained are important, but how you use them is even more important. Our team not only collects data, but also helps you understand how to implement recommendations so that real changes improve your service and sales. We focus on effective solutions, not just reports.
Our goal is to identify hidden problems
When you work in your business every day, you may not notice small but important flaws. We help you see your business through your customer’s eyes to find the points of interaction that leave the strongest impression and need improvement.
The Solve Marketing team consists of 7 departments and 35+ specialists. A team of experienced marketers works on conducting the research
Between 3 and 6 specialists work on the project:
Dana Terekh
Operational Marketer
It all starts with a free consultation meeting with a Solve Marketing marketer.
The cost of conducting a Mystery shopper survey is calculated based on your business sector and other factors that affect the scope of the survey. Submit your request, and we will select the best pricing plan for you.
Your business plans and needs.
Your questions regarding the stages of work and results.
The cost of such work.
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Does your business need quiz marketing?
The Mystery shopper service can be useful for many types of businesses where customer experience and service quality play an important role. That is, if there is direct human interaction during the sales process and/or when working with customers.
The duration of the study is determined individually and depends on the business niche, country, number of checks required, etc. It usually varies from 2 to 8 weeks.
Mystery shoppers are selected from our internal team or among our partners. When selecting candidates, we take into account the technical requirements of the study and the candidates’ specialized knowledge.
Of course, a mystery shopper study may involve a comparative analysis of the client company’s service and that of its competitors. We can also conduct such a study as part of our marketing strategy development service.
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