On Your Website
Your website is your storefront. It's often your first impression. We'll help you find out if it's doing its job. Our specially-trained in-house team of Internet Experience Experts will click, scroll, explore, and order from your website, carefully evaluating every step along the way. Mystery Shopper JA helps you understand how customers navigate your website to determine the effectiveness of your online user experience.
Ease of navigation
Technical operations
Purchase process efficiency
Employee-customer relations
On The Phone
Do you think strategically about your phones? Phone calls are still a big part of your Customer’s Experience with your brand. Our services are available as recorded phone calls or non-recorded, you can hear what your employees are saying to the customer. MysteryShopper JA helps ensure your contact centers, Call Center, physical locations, and automated phone services are meeting your customer’s needs and making a great first impression. However customer comes in contact with your company directly impacts their overall customer experience. Phone calls, especially, are important for engaging new and existing customers, as they typically serve as a customer’s initial experience with your brand.
Timeliness
Was the telephone answered in three rings or less?
Was the greeting recorded or live?
Was the greeting polite and include company name and name of associate?
Was the customer placed on hold and if so for how long?
Was the associate interested in assisting?
Was the associate understandable?
Did the associate speak too quickly?
Could the associate answer the questions asked?
Was the call transferred?
Did the call end with a positive close from the associate?
On Location
Our robust analytics and reporting services deliver powerful operational and customer insights to the right people at the right time, enabling your organization to focus with pinpoint accuracy on the most important action planning and priorities, at every level of your organization, related to driving on-site and in-store customer satisfaction, in-store operational excellence and improved financial performance. Mystery Shoppers JA solutions can help you continuously and accurately understand frontline customer service delivery in each of your locations. Our onsite mystery shops take place in person, allowing for an all-around physical experience at one or multiple locations. Mystery Shopper JA maintains a database of 22 secret shoppers. That means we offer the fastest and most cost-effective human deployment of any mystery shopping or staffing agency.
Location Cleanliness
Employee Professionalism
Pricing audit, Safety Audit and Inventory Audit
Experience Consistency
Marketing and Branding
Competitor Analysis
Staff Appearance, Availability, Friendliness
Associate Availability, Wait Times, Willingness to Assist
Up-selling / Add on Sales
Product Knowledge, Sales Skills
Overcoming Objections, Ability to Close the Sale
Video Mystery Shopping
It’s important to understand how your customers interact with your company. Recording visits through video mystery shopping allows you to see and hear actual customer experiences. Mystery Shopper brings you high-resolution videos and clear audio to help you experience your brand from the customer’s point of view. It also makes it easy to share these videos for training and sharing best practices. With our team of certified video evaluators, you’ll receive reality-driven feedback and content for best practice videos. Learn more about our Mystery Shopper Video Program by making an appointment with us.
WHY CHOOSE MYSTERY SHOPPER JA ?
Your business challenges are unique. Our proven success across industry categories stems from asking the right questions to help you address the challenges you face everyday. Each solution we offer is customized to meet your needs, providing actionable feedback to help you make critical business decisions. We treat you the way you want to treat your own customers, providing a dedicated project team to give you the attention you deserve an infrastructure and resources you need to understand your customers’ experiences.
Customised Research Solutions
Immediate Actionable Feedback
Dedicated Team
