Mystery Shopping & Customer Satisfaction Analysis
Measuring customer satisfaction for improving the level of service

The evolution of consumer purchase behaviours and styles is forcing marketers towards rapid change, requiring actions that not only respond to consumer expectations, but that also anticipate them. Mystery shopping data can provide the critical insights to respond directly to the customer's actual in-store experience and to create a level of service that reinforces the customer's satisfaction and enthusiasm for purchasing.

MYSTERY SHOPPING & CUSTOMER SATISFACTION ANALYSIS

METHODOLOGY
Mystery shopping is empoyed to create real or simulated situations, evaluating the behaviours, the management and the sales skills of operators inside retail sales locations. PLUS operates a capillary network throughout Europe of mystery shopping specialists with experience with large supermarket chains, the apparel industry, auto sales showrooms, hotels, restaurants, home furnishings and other commercial sectors.

MYSTERY SHOPPING EVALUATION AREAS

• Sales outlet conditions
• Staff style and behaviour
• Professional knowledge and competence level
• Problem solving skill
• Effectiveness with sale and proposing of additional purchases
• Listening skill, empathy, courtesy and pleasantness
• Adherence to company philosophy
• Internal climate conditions

If indicated, mystery shopping evaluations can utilize audio and video instruments for recording the simulated situations and the normal activities of relationship with the customers.

OUR MYSTERY SHOPPING
& CUSTOMER SATISFACTION SERVICES

• Interviews inside the sales outlet
• Temporal and comparative analysis
• Interviews inside the commercial attraction zone
• Phone interviews
• Check-up by mystery shoppers inside the sales outlet and check-up regarding phone management.
• Audio and video checkup
• Directed observation
  

"Everyone sees who you seem to be, few people understand who you are"

Niccolò Macchiavelli

member Mystery Shopping Providers Association Europe