On-Site Mystery Shopping
See through your customers’ eyes
Mystery Shopping is a successful and powerful market research tool matching you with professional evaluators to measure quality of service, compliance with regulation, or gather specific information about products and services.
- Truly Gauge Your Customer Experience
- Anonymous and Objective
- Useful for Competition Comparison and Benchmarking
- Video and Audio Shops too
Are the parking lot, front end and rest rooms clean and giving good impressions? Are customers being greeted upon entry, and with a genuine smile? Are your policies and procedures being implemented in the manner that you have trained your employees to do so? What does the on-site experience look like from the prospective of an average shopper? Are your sales and customer service protocols being put in place effectively? Is that sales environment being created that you have worked hard to create and trained your employees for? What is the experience like for a customer when you are not there to supervise?
“We were able to identify strategic opportunities to expand our business”
“I highly recommend CX Orlando for all Mystery Shopping and Customer Experience needs. With their programs and thoughtful feedback, we were able to identify strategic opportunities to expand our business. I could not be happier.”
What is Mystery Shopping?
On-site Mystery Shopping is the perfect tool to obtain an honest, objective assessment of the overall operation of each one of your locations.
This methodology incorporates the use of 500,000+ trained “shoppers” or independent evaluators who anonymously enter your locations and follow the observation and interaction guidelines that you compose in consultation with our experienced staff. Posing as ordinary customers, and maintaining anonymity at all times, evaluators discreetly take note of the variables important to you as the client, and enter the data on-line immediately after collection. After going through a two-step quality control process, the results are then published to our exclusive system and made available to your designated and approved executives.
Mystery shopping is about collecting objective data. It is usually a fairly comprehensive look at your business, captured and articulated from a non-biased perspective. It is the backbone of any major customer intelligence program.
While mystery shopping provides a static, objective capture of data from a given point in time, it does not, by nature and definition, provide any subjective impressionistic data. Its results will tell you whether or not the evaluator was greeted upon entry, but will not tell you how that greeting made the shopper feel – welcomed, indifferent, valued or processed. However to gain a complete picture of the experience, CX Orlando recommends the addition of Neuro-Economic Profiling to capture not only what happened, but how that experience emotionally impacted the consumer. Is the consumer more likely to return often? Are they more likely to speak highly of the location or brand in social media, as a result of specific observations or interactions experienced as part of the mystery shopping evaluation. You can click on Neuro-Economic Profiling to learn more about this powerful predictive tool.
“To see what our customers see, it’s incredible”
“We use CX Orlando to help us find data and trends that allow us to truly engage our customers. To see what our customers see, its incredible and we’re able to tailor our service to meet their needs.”
Mystery shopping is conducted in almost every business line you can think of, including retail, quick service, casual dining, fine dining, automotive, multi-family housing (apartments), new home sales, governmental agencies, sports and entertainment operations and venues, health care facilities, educational institutions (public and private), hospitality, travel/transportation, home services, cooperatives and associations, theme parks and attractions, gaming and many, many others.
Some of America’s most astute brands not only use mystery shopping at their own locations, but also, using the same evaluation form for an apples-to-apples comparison, conduct it at their competitor’s locations as well for a true objective snapshot of the strengths and weaknesses of the company versus the competition. This analysis allows management to make reasoned adjustments in operations in order to capture greater market share.
Finally, while many companies prefer simple written and scored electronic reports to assess the operations and experiences of their locations, others want an audio or video recording of the evaluation. In this instance, written and scored electronic reports are still published, but with a link on the results page to open an audio or video player to see and/or hear the shop experience. Audio Mystery Shopping and Video Mystery Shopping is conducted in virtually every industry, but more often in automotive, new home sales, education (admissions, touring, financial aid) and health care.
Please contact us today for additional information!