Mystery Shopping, also known as Secret Shopper Research, is a method where a professionally trained shopper evaluates the service process “as it really is” based on a questionnaire agreed upon with the client organization. The responses are categorized and analyzed according to specific indicators, measuring service quality in line with international standards. This approach enables organizations to fairly assess employee performance, realistically evaluate their operations, plan improvements, and directly enhance their competitive advantage in the market.

Types of Services:

• Mystery Call Research: Evaluates the client organization’s call center service.

• Digital Mystery Shop: Assesses the client’s website, application information, and services from the perspective of a user experience.

• E-commerce Research: Evaluates the client’s online sales channels including the delivery process (excluding the cost of goods and purchase).

• Full Customer Journey Research: Evaluates every touchpoint the client organization has with customers, allowing for a comprehensive analysis of customer satisfaction and experience.

Services can be tailored and proposed following a needs-assessment meeting with the client organization.

Benefits:

• Effective: Quantitative evaluation based on real customer experiences.

• Timely: Access to online reports immediately for prompt improvement actions.

• Customer Journey: Evaluation can cover the entire or partial customer journey.

• Omnichannel: Assessment of all customer interaction channels, both online and offline.