Mystery shopping measures the quality of customer service provided by organisations from the viewpoint and experience of a customer. The methodology is simple; researchers interact with businesses as normal customers and then report back on the experience. Within 24-48 hours of the mystery shopping activity, Ethos provides a comprehensive report on the experience.
Mystery Shopping is an integral component of our complete improvement cycle for customer service. The outcomes provide our consultants and trainers with a ‘real’ situation to address, enabling targeted and effective improvement solutions to be implemented so clients achieve results faster.
But how does Ethos Consultancy conduct these Mystery Shopping Projects? Through our experienced Mystery Shoppers. For information on Mystery Shoppers, please click here.
Mystery Shopping Reports
On completion of a physical visit or concluding a telephone call or website enquiry, the ‘mystery shopper’ inputs the results directly into our online custom-built mystery shopping solution, KnowledgeTRAK Mystery Shopping. Using their user name and password, clients can access their reports and analyse their results 48 hours after the mystery shopping activity occurring.
KnowledgeTRAK provides the facility to compare different mystery shopping phases or ‘waves’, thus allowing the clients to identify improvements in the customer service experience immediately.
Mystery Shopping Training
All researchers receive extensive training on the mystery shopping process as well as being given a full briefing by our internal trainers prior to executing any mystery shopping projects. These mystery shoppers are recruited from the predominant nationalities that constitute the UAE population and from different age groups, to provide a pool of resources that will enable the customer profiling requirement of each client to be matched. With over a thousand mystery shoppers in the field, it is important to preselect the mystery shoppers to match the demographics of your target market.
To become a mystery shopper please register on our mystery shopping portal, KnowledgeTRAK.
To download a copy of our Mystery Shopping brochure, please click here.
For more information please email moc.clpsohtenull@tnemerusaem