Mystery Shopping, Customer Surveys, Store Checks or....

... any other quality and mystery checks: We provide you with valuable information about your customer's satisfaction and with information that helps you to gain a competitive edge.

 

Frequently asked questions (FAQ)
regarding mystery shopping

What is "Mystery Shopping"?

What can I improve using "Mystery Shopping"?

How long will it take to start a mystery shopping project?

How is the tester personnel selected?

How are the results presented?

 

What is "Mystery Shopping"?

Mystery shopping originated in the U.S.A, and is a method which allows you to get to know your company from a customer’s point of view. A mystery checker visits your premises anonymously, just like a regular customer, asks questions, and requests advice with the intention of assessing the customer service’s quality.

 

 

What can I improve using "Mystery Shopping"?

Using mystery shopping, you can identify flaws as well as improvement potential within your service processes (e.g. lack of your employees’ expertise, non-compliance with business objectives, insufficient focus on the customer).

Using mystery shopping, you can receive information, required for optimizing your service processes and thus gaining competitive advantages as well as being able to increase your sales.

 

How long will it take to start a mystery shopping project?

Depending on the magnitude of the project, and the number of mystery checks to be conducted, the preparation for a mystery shopping project takes 1 to 6 weeks (following the placing of order).

The essential point here is whether the planned project requires the development of a completely new questionnaire in cooperation with the client, or an existing questionnaire can be used.

The larger the internal harmonization necessity within a company (questionnaires, test scenarios), the more time will be required for the project preparation.

 

How is the tester personnel selected?

Client requirements: Using a tester profile, the client defines who should be selected for the project. The tester profile includes requirements such as age group, income group, gender, etc.

Selection by gorath servicetest: gorath servicetest: A pre-selection of potential testers is done using information stored in a tester database. Further information, particularly very specific information, is gathered by interviews with these potential testers, either via e-mail or telephone calls. Here the scope of the project defines the method of how to gain the required information: For instance, information required for testing a finance consultant with regard to an installment credit plan are much more sensitive and complex than those required for testing the service point of a mobile phone provider.

 

How are the results presented?

It is the client’s decision, how and in which manner the results of the project are to be presented. Generally, the following options are possible:

Test Report

Usually a report is provided when there are only a few individual tests.

Itemized evaluation as a PowerPoint presentation

When the tests involve a company consisting of a network of comprehensive branch offices, with tests conducted differing in nature and topic, a PowerPoint presentation with itemized evaluation, management summary, and concluding recommendations for further actions is usually chosen.
Upon request, the PowerPoint presentation will be provided using the client’s layout.

WEB-Portal

The implementation and maintenance of a WEB-portal is appropriate for bulk projects, i.e. projects for which a great number of tests must be conducted within a very short period of time, and which must be repeated at regular intervals and compared with each other.

The client and staff have assured access to the system. Following a quality control test, they can review the relevant test reports and assessments, and, if necessary, print or process them on their own computer at any time.