- Mystery Shopping
Know About Customer Psyche With Mystery Shopping
A dynamic market needs a robust business growth strategy that suits customers’ demand. Mystery shopping is one such tool that can assist in competitive business growth by diving deep into the customer psyche.
Insights Opinion understands the needs of its clients for customer’s experience and offers reliable, flexible, and effective Mystery Shopping services at a price that fits your budget. As a bespoke mystery shopping agency, Insights Opinion delivers exceptional insights into your customer’s journey. Our vigilant experts ensure confidentiality and seamlessness in all dealings and can thoroughly evaluate more than just the staff.
How Does Mystery Shopping Work?
Mystery shopping helps businesses evaluate themselves. It is used to determine whether the staff in question abides by the rules and guidelines of the company or an organisation. The criteria of examination are quality of service, appearance, sales quality, quality of advice, honesty, and accuracy of the service.
In order to evaluate customer service, mystery shopping is undertaken by undercover shoppers, also known as secret shoppers, employed specially to visit shops, restaurants, banks, companies, or apartments. However, the employed mystery shopper examines the environment and communicates any potential problems or issues they identify. Finally, the surveys are completed by mystery shoppers to gather data, which may include observations made by a casual observer as well as questions specifically posed by the mystery shopper.
They provide feedback of their experiences and observations, mostly regarding the customers and their thoughts. These feedbacks are helpful in deciphering the customer experience and thoughts which can be used for the company growth based on customer feedback.
Mystery shopping experts at Insights Opinion provide:
- Objective measurements of customer’s interactions against the key performance indicators
- Maximisation of customer retention
- Multichannel Mystery Shopping outsourcing
- Tailored Mystery Shopping and Worldwide competitor benchmarking
Mystery Shopping Services in India
As a highly trusted agency for mystery shopping in India, Insights Opinion can offer mystery shopping in three ways, namely, person, over the phone, or hybrid. We provide the complete information about the customer service and overall consumer experience based on the type of company and its needs.
1. In-person Mystery Shopping:
Secret shopping in person is popular in sectors like retail and restaurants. Mystery shoppers go to the place in question and deal with staff as if they were clients. This kind is frequently used to gauge how well staff delivers customer service and how well the company is doing overall.
2. Telephonic Mystery Shopping:
For call centre settings and businesses where the telephone is a vital part of the customer service, telephone mystery shopping is used. A telecoms corporation, for instance, may use telephone mystery shopping to gauge how well its call centre agents manage the customer calls. They may also be able to understand the customer requirements and provide the same for better business.
3. Hybrid Shopping
Mystery shoppers that use hybrid techniques follow the complete consumer journey. The reason this style of mystery shopping is so popular is that it offers a top-notch customer experience. A hotel might employ hybrid mystery shopping, for instance, to evaluate every part of the guest experience, from check-in to checkout.
Mystery Shopping Services For Every Industry
We have a broad experience in mystery shopping across different verticals. Some of the industries we serve are
- Travel, Leisure & Hospitality
- Media, Publishing & Entertainment
- Mobile & Video Games
- Marketing, SEO & Advertising
- Technology & Software
- Business & Finance
How Can Insights Opinion Help?
Renowned mystery shopping companies make use of mystery shopping programs for bringing to light the areas that need improvement in business performance and processes. It is the first step to understand where the problem lies so that you can fix it and foster company growth.
Mystery shopping is a market research tool where people observe the quality of products/services while behaving like a regular customer. The information collected by online mystery shoppers is analysed, and then recommendations are made.
Mystery shopping is both a qualitative and quantitative tool which enables the business to experience their own processes, products, and service from a customer point of view. This can be adapted by several industries such as Hospitality, Aviation, Retail, and many more.
At Insights Opinion, we select the mystery shoppers and screen them to ensure that they match the customer profile and needs. Records of all mystery shoppers are kept safe, and they are made to sign confidentiality, quality, and integrity agreements. We offer training to shoppers accordingly to avoid any glitches in the process.
Benefits of Insights Opinion’s Exceptional Qualitative Research Approach
Our expert team can provide a detailed insight into every industry and collect customer data for building better business strategies that resonate with the customer requirement.
Benefits of Mystery shopping in a nutshell:
- Protects brand equity
- Increases customer service performance
- Improves communication
- Improves customer satisfaction
- Increases employee motivation
- Improves sales levels
- Increases the sales revenue
- True analysis of the levels and quality of the services offered to the clients