THE IMPORTANCE OF THE CUSTOMER EXPERIENCE
The customer experience is the result of the interaction between the brand and its consumer, not only in the sale, but in all moments of contact. A negative experience marks the customer to the point of making him not want to buy again. On the other hand, one dissatisfied customer equals several lost potential customers, as this person will share their anger with ten other people.
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However, when we offer a product that does meet expectations, and the customer is fully satisfied with the product and the service offered, will recommend the brand to his environment. It is for this reason that companies measure the customer experience, allowing them to lower complaints and increase revenue.
MYSTERY SHOPPING
What is it about?
Mystery Shopping is a technique for obtaining direct information, it consists of impersonating a customer to obtain information related to the actual experience at the point of sale, detecting the differences between the "ideal" service and what really happens in your business.
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Through an audit, our mystery shoppers perform an inspection of the service and
facilities of your business, verifying compliance with rules and procedures established by your company, allowing you to identify opportunities for improvement.
METHODOLOGIES
Choose the right methodology for your business
Mystery Face to face
Visits to a physical store, being able to obtain photographic records, audio and/or video recordings.
Mystery by Telephone
Telephone calls to evaluate the attention received, measuring times and ability to solve problems.
Digital Mystery
Verify online sales by checking the payment process, delivery times, actual product delivered, and after-sales service.
Mystery in Social Networks
We infiltrate Shoppers among the followers of your social networks, evaluating the responses and their times.
MYSTERY SHOPPING
The Mystery Shopper in Social Networks
The Mystery Shopper is also used to evaluate satisfaction levels in the online services provided by a company, its social networks, e-commerce, chat, contact forms.
The Mystery Shopper collects information from the digital interaction, service delay times, information provided, delivery times of purchased products, their conditions, among others.
The digital presence of brands is increasingly important and it is vital to offer a good experience. A mystery shopping study is necessary to find out what a customer feels when they interact with the brand through that channel.
Enhance the impact of your products
in the Multi-brand channel.
FURTHER SCOPE OF THE SERVICE
Hiring our Mystery Shopping services you will also be able to measure and control the followings:
Measure the knowledge of the third-party sales force about your products.
Knowledge Level
Measure the recommendation rates of your brand.
Recommendation
Check the availability of your products in stores.
Inventory
Verify the execution of promotional actions in supermarkets, malls, or on the public road.
Promotional Actions
Control the presence of your own promoters in third-party locations.
Promoters
