Online mystery shopping and customer service.
Enquiries and purchase journeys via digital channels.
Let’s start with the experience.
We simulate the experience of someone requesting information or making a purchase via the website, observing how the organisation responds to and guides the customer.
- Clarity of the information received
- Response times in relation to agreed standards
- Courtesy and thoroughness of customer service
- Consistency of the user journey and handling of enquiries
Who it is useful for
Companies that use the website and digital channels as touchpoints, either managed in-house or outsourced to third parties.
The outcome for management
Insights into digital service and staff responses, with indicators and priorities for improving remote customer relations.
Checklists, indicators and reporting procedures are defined within the project. The data is checked by staff prior to analysis.
Assessing customer service throughout the digital journey.
Online mystery shopping assesses the experience of those seeking information, contacting customer support or going through a purchasing process. The evaluation covers the service received and the consistency of responses across the channels included in the project.
What indicators can be observed?
Response times in line with agreed standards, completeness of information, clarity and courtesy. For a purchasing journey, the steps to be followed and any tasks to be completed are defined in advance.
Can in-store, telephone and online experiences be compared?
A project may involve multiple contact channels. For an omnichannel comparison, compatible scenarios and explicit criteria are required: the same request may require different methods and timeframes depending on the channel.
Is this a technical review of the website?
Mystery Web focuses on the service experience and the customer relationship. It is not the same as a cyber security audit or a technical e-commerce certification.
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.