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.

 

Mystery Check Examples:
Ambience of your POS (point of sale)

Shopping – fun...

... or frustration? Many customers buy only what they need very quickly or even leave the premises without purchasing anything if the atmosphere causes them stress. This could result from loud and hectic music, bad illumination, confusing arrangement of products, lack in pricing, insufficient consultation, etc. All these factors might diminish the customers’ mood for shopping.

Mystery Check 1: Supermarket

A customer is shopping for the weekend.

Before:

The customer rushes through a discount store and buys only what is listed on the shopping list. The ambience of the store is plain and sterile: harsh lighting, product presentation in cartons and boxes, only few products available on the shelves. No music.

Optimized service process:

The customer does the weekend shopping in a supermarket where all products are presented in an appealing manner, there are alternatives for each and every product, and there is quiet and pleasant music playing in the background. This has a relaxing and soothing impact on the customer.

The pleasant atmosphere contributes to the fact that the customer strolls through the aisles of the supermarket and buys further products in addition to the items listed on the shopping list, even product which he had originally not intended to buy.

 

 

Mystery Check 2: Fast food chain restaurant

A family with three children enters a fast food restaurant in the early evening, after an extensive shopping spree. The kids are nagging and are tired – the parents quite exhausted from the shopping.

Before:

The quite busy fast food restaurant features loud and hammering techno music, making the parents even more annoyed. The kids cannot decide on what they want to order. The salesperson at the counter becomes impatient and, disgruntled, turns to the next customer.

The parents are now ultimately on edge, and furiously leave the restaurant with some of the kids crying.

Optimized service process:

The quite busy fast food restaurant features neutral, calm and relaxing music. The parents are relieved after all the hectic rush and noise on the street.

The kids cannot decide what to order. The salesperson greets the children with a friendly “hello” and makes a menu suggestion. The children agree enthusiastically, and the parents also figure out very soon what they want to order.

At the end, dining at this fast food restaurant was a pleasant end to a strenuous shopping tour for all of them. They all agree that they would like to come back again.