Mystery Client
Undercover visits to retail outlets and service networks.
Discover the service Mystery ClientMystery shopping services for businesses.
Undercover visits and remote assessments: we select methods and scenarios based on the objectives.
Survey methodologyIn the field.
In the field.
On the phone. Online.
These visits enable the service to be observed in its natural context. Remote assessments verify the quality of responses and customer journeys via telephone, the internet and, where specified in the project, other contact channels.
Scenarios may include requests for information, purchases or trials of the service. The scope, key findings and criteria are agreed upon prior to the assessment.
From objectives to the reportServices and specialismsThe context changes.
The context changes.
Our focus on the customer remains.
Mystery Tourist
Experience evaluations in the hospitality, catering and transport sectors.
Discover the service Mystery Tourist
Mystery Public
Observations on the customer experience at service counters and in public services.
Discover the service Mystery Public
Mystery Beach
Undercover visits to beach establishments, in collaboration with certificazionispiagge.it.
Discover the service Mystery BeachWhat you receive
View the sample reportVerifiable evidence
Structured observations; photographs and documents where specified in the assignment.
Indicators and comparisons
Scores, KPIs and comparisons between locations or time periods, in accordance with the criteria defined in the project.
Online dashboards
Data can be viewed in the members’ area, with content and access procedures defined for the project.
Examples of dashboardsAnalysis reports
Comparisons, trends over time and analysis of the findings, with priorities for action identified for senior management.
Excerpts from the reportHow to request a quote for mystery shopping.
To draw up a proposal, we need the sector, the locations concerned, the channels to be monitored and the decision the company wishes to support. A project may focus on a single venue or compare a network with similar scenarios.
What determines the cost of mystery shopping?
The cost depends on the number and duration of the visits, the distribution of locations, the channels involved and the reports required. Any purchases, refreshments or accommodation specified in the scenario must be included in the scope. The quotation is determined on a project-by-project basis.
How many visits are required?
The number of visits and their frequency are determined on the basis of the objectives. A single observation documents a single incident; a comparison between locations or time periods requires a suitable survey plan and comparable criteria.
Can the project include telephone and digital channels?
Yes. In addition to on-site visits, the project may include telephone enquiries – often referred to as ‘mystery calls’ – and online interactions. Scenarios, response times and the evidence to be gathered are agreed upon before the project begins.
Let’s discuss your project.
Which aspects of the service would you like to understand better? Let’s start with your objectives to define an assessment programme that will benefit your organisation.