Mystery Shopping

It’s vital to listen to what your customers are saying. Mystery Shopper’s JA Voice of the Customer tools help companies identify opportunities to increase engagement and positive word-of-mouth from their customers. Creating authentic customer experiences and sending field agents into your stores, calling your contact center, or visiting your website knowing exactly what to evaluate is invaluable, truthful research. We'll help you understand your customer experience and whether it matches your objectives.

Mystery shopping measures the customer experience at the front line of service.

The goal is to compare your operational performance against the standards you have set for your business. This comparison will highlight sales, profit and service opportunities for your business.

What can mystery shopping do for your business?

  • Spot small problems before they become big ones

  • Direct your field managers to locations which require extra help

  • Link incentives to front line performance

  • Expose training and operational weaknesses

  • Identify competitive opportunities

  • Increase accountability for customer service throughout the organisation

What can mystery shopping measure?

  • Staff friendless, courtesy, greetings

  • Point of Purchase material availability and placement

  • Interior and exterior appearance of the unit

  • Product/service selection and availability

  • Selling skills, including suggestive selling

  • Wait and service transaction times

  • Overall quality of product, food or service

  • Condition of restrooms

  • Customer thank you, friendly send off, invitation to return

  • Overall customer experience

  • Retain Current Customers

  • Attract New Customers

  • Improve Customer Service

  • Enhance Customer Loyalty

  • Measure, Monitor & Maintain “Non-Negotiable Standards”

  • Enhance Employee Selling Skills

  • Identify & Reward Best Practices

  • Identify Training Needs

  • Reduce “Current Customer” Complaints

  • Increase the Average Sale

  • Increase the Number of Sales Transactions

Why Mystery Shopper JA?

  • Experience in diverse industries

  • Proven history of long-term satisfied clients

  • Unsurpassed quality assurance process

  • Technology and innovation, 24/7 reporting

  • Incentive programs and prize fulfillment services

  • Quality shopper selection and relationships

  • Services customised to meet your needs

  • Dedicated Client Services Manager for every client program

  • Stable leadership

INDUSTRIES WE SERVE;

Hotels & resorts

if you are a large resort, small bed and breakfast, independent concept, branded or chain hotel or somewhere in between, professional mystery shopping can help you ensure accountability. After the feedback is collected from professional mystery shoppers. Do you already have a brand quality assurance program? No problem. MSJA can provide your brand with expertly focused mystery shopping programs that are designed to complement your existing quality assurance program. Whether for a reinspection or simply a mystery shop to gain more insight into your service quality, we can help.

Retail, call CENter and credit unions

You can spend millions on marketing to get your customer in the door, but it’s what happens when they are inside that determines a sale. Product placement, product availability and a knowledgeable sales staff are just a few of the factors that can influence sales.

Clothing & Apparel

Apparel sales associates must go beyond the basics of greeting and stocking.  They function as fashion experts that can identify current trends and ‘build’ an outfit. We can help you ensure your sales representatives are providing customers with a personalised shopping approach and increasing Units per Transaction.

restaurants, Convenience & wholesales

The key ingredient to a successful convenience store or gas station is the ability to serve customers quickly and efficiently; there is limited time for up-selling or offering in-store promotions. We can help you verify if your sales staff is in high gear.

Furniture & Appliance, banking and financial

Sales associates that can build trust and instill confidence are what can make the difference between customers purchasing in person, rather than going home and shopping online. We can help confirm that your associates possess extensive product knowledge, understand competitive pricing, and can close a sale on the spot.

Gas stations, Automotive Sales & Service

From the first test-drive, to price negotiation and after-sales service, it is important that every touch point with your customer is a positive experience. We can help you ensure your sales and service consultants are fostering brand loyalty. We can provide you with…

  • Testing the auto sales pitch with test drives

  • Reviewing the showroom

  • Auditing the consultation and finance process

  • Verifying staff knowledge of products or services

  • Evaluating the competition

  • Price checking

  • Customer satisfaction surveys

Entertainment, supermarket and grocery

Our team works with you to devise a shopper survey that will pinpoint information that is most important in meeting your firm’s sales and service standards, including evaluation of department employees, cashiers and baggers.

Criteria for Supermarket/Grocery:

  • Greeting

  • Attentiveness

  • Sincerity/friendliness

  • Speed of checkout

  • Checkout services: bagging, assistance

  • Customer service desk services

  • Store cleanliness

Market Research

 
 

voice of the customer

Voice of Customer (VoC) provides valuable insight into the customer experience through customer satisfaction surveys. In addition to insights increasing audience engagement, you’ll gain a subjective understanding of what your actual customers think and feel about their experiences with your company and brand.

Mystery Shopper’s Voice of Customer tools can be designed as standalone customer feedback solutions. For a holistic picture of your customer experience, though, we recommend implementing our voice of customer tools in conjunction with any of our other methods of measuring customer experience like mystery shopping, competitor evaluations, and compliance audits. Whichever solution is right for your business, we’ll then present our findings through detailed data analysis and formulate informed, actionable strategies for performance improvement.

understand customer feedback

Organizations that value loyalty and gather customer feedback are more likely to stay on top of evolving customer requirements and continue to improve customer experience. Simply gathering customer feedback isn’t enough. In order to see results, you’ll need to take action. In addition to providing detailed data analysis through our onsite reports, Mystery Shopper JA will develop an action plan to give your business a clear path forward. Our strategies to improve processes and ensure compliance are proven to help retain customers, build better products, deliver better services, and systematically understand customer experience to drive change at your company.



Pricing and Product/Service Research

This offering was designed with the goal in mind to predict current and potential customer responses to new products, services, or pricing. This includes measuring responses to a single potential product with many components, a portfolio of products, or a complex new service offering.

Winning customers’ trust and earning their long-term brand loyalty means moving beyond familiar industry terms like products, incentives, and sales to understand and honor the complete flow of every customer experience. Mystery Shopper JA is ready to help you gain these personalized insights with a single, comprehensive Customer Experience program. Every customer has different needs, attitudes, and behaviors. MSJA allows you to determine similar customer groups based on data, allowing for a broader picture of potential customers. With a deeper understanding of how the competitive marketplace is structured, identified differentiators show why certain groups choose you over the competition