Mystery Research

We carry out mystery research projects for you, such as mystery shopping, customer surveys, mystery calls, test travelling, store checks and other quality tests tailored to the specific needs of your company.

 

Mystery Shopping:
Test buys and consultation checks

The purpose of test buys is to scrutinize service while shopping. Qualified test shoppers buy a product and thus systematically test the service quality following a standardized procedure.

Consultation check means that the service involving the consultation process prior to the purchase of a product or service is analyzed. As a rule, these are high ranking products, such as washing machines, hi-fi systems, motor vehicles, etc.), or services offered by banks, insurance companies, and others, which usually require a comprehensive consultation.

Qualified mystery checkers ask for consultation and advice regarding a certain product or service, and thus systematically test the service quality following a standardized procedure. The consultation can take place in a face-to-face manner, but also on the phone or as written inquiry.

Quality test criteria for personnel:

  • Reception and greeting of customers
  • Availability
  • Friendliness / courtesy
  • Knowledge about product
  • Helpfulness
  • Willingness to sell
  • Additional sales and increase of turnover

Quality test criteria for the POS (point of sale):

  • Ambience
  • Opening hours
  • Design, setup, interior design
  • Cleanliness / housekeeping
  • Product accessibility
  • Product presentation
  • Information about the product
  • Pricing

Quality test criteria for customer assistance:

  • Quality of customer service post sale
  • Handling of complaints