What is Mystery Shopper Research? How?
Mystery shopper surveys are used to regularly monitor the personnel serving today and to improve their personal performance. Because, in order not to miss the existing / potential customers who have contacted our service point, the provision of accurate / complete / sufficient information and service continues to increase its importance with the effect of the increasing competition day by day in order not to miss the "hand" customer.
Mystery Shopper Research is carried out to determine the performance of employees in complying with corporate ethical rules and standards. Issues that can be audited within the scope of mystery shopper research and their contributions. Whether the Confidential Employees adhere to the trainings and practices given in customer receptions, Whether the employees perform in line with the trainings and practices given in the service or product information, Whether the duties and responsibilities are carried out at the specified point within the specified time, Whether the space order, environment, cleanliness and hygiene are complied with, Whether the working hours (opening and closing) are complied with, Employees are dressed Mystery shopper or shadow shopper studies can be carried out to audit and evaluate whether the employees comply or not, whether they take care of the personal care of the employees, the status of the employees in terms of energy, diction, smiling, etc.
Mystery Shoppers with Mystery Shopper Research
Collects information at the moment of the incident, It is objective in its evaluations, It is not a private eye, it has a similar profile with your real customer depending on the content of the project, It collects information at any time your customer visits routinely, not a special time, Mystery Shopper Research Business Processes
The business processes followed in the order of mystery shopper research will be as follows.
What Are the Benefits of Mystery Shopper Research?
Measures the effectiveness of the branch / dealer / point of sale and personnel served The inadequacies of the employees in the business processes are determined, Measures the impact of all kinds of activities carried out, Determines the level at which your representatives who are faced with your potential customers apply the company standards, It is possible to see the approach / attitude to the customer and the way of service delivery. Contributes to the development and planning of training content, Determines the quality of the product / service and whether this quality is presented to your target audience adequately and correctly, Increases the number of customers by contributing to the increase of customer satisfaction and loyalty, Contributes to brand perception and reputation, Contributes to the reduction of customer complaints, Contributes to the increase of personnel qualifications, Creates an idea about the service processes and standards of competitors, Contributes to the development of corporate cultureWho Needs Mystery Shopper ResearchEvery institution needs mystery shopper research. It would not be wrong to state that. Regardless of the sector, brands with chain branches are to summarize them.Local and national markets with branches, Textile, white goods, furniture, cosmetics, etc. stores, Companies providing service services (automotive, household appliances, etc.),
Finnish / bank / insurance institutionsRestaurants, bars and cafes, Hospitals, clinics, pharmacies, dispensaries, Foundations, associations etc. Public transportation, airline companies, transporters, etc. companiesEducational institutions (primary education, high school, university, language courses, etc.)
GSM sales points, bill payment points, etc. institutions and organizations are in need.
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