Mystery Shopping

At PURE CX we are passionate about helping companies in retail, hospitality, leisure and automotive to connect the dots in their business through relevant and proactive consumer market research and mystery shopping programs with the aim to improve their customers' experience.

Mystery shopping is a service that gives companies the chance to evaluate their employees' performance and customer experience. Mystery shoppers act as regular customers in order to see how well employees are performing their jobs and how satisfied customers are with their experiences.

How Do Mystery Shopping Services Work?

We send mystery shoppers into your store, restaurant or entertainment venue and they act as regular customers while they record their experience through an app on their phones. Based on the feedback from our mystery shoppers, we will provide you with a detailed report and an online reporting access to review results.

What Are The Benefits Of Mystery Shopping?

Customer experience management in the form of Mystery Shopping is a crucial evaluative tool for consumer market research to determine if your company standards are being followed consistently.

Mystery Shopping gives you an inside look into your customer’s experience to assess customer satisfaction and brand standard compliance. This is important when trying to find ways to innovate and grow your customer base. Without these mystery shopper reports, you will miss important information about your business and essential steps to improve it.

Assessment of employees by Mystery Shoppers, without supervisor or manager presence, provides a more accurate picture of interactions. Mystery Shoppers are trained to interact with your employees and report only the necessary data. We use the data to identify areas for improvement and provide the necessary training programs to improve customer experience.

1. Improve The Customer Experience:

Mystery shopping helps you identify issues with your service so you can fix them before your customers notice. This is a great way to gauge how well your staff are meeting expectations and what training they might need.

2. Create Loyal Customers:

Mystery shopping increases engagement by helping you identify how your customers prefer to be treated. Mystery shoppers can also be used as advocates for your brand as they can help spread positive word-of-mouth about your business and encourage others to visit or shop with you.

3. Improve Brand Standard Compliance: 

Mystery shopping services ensures that you are meeting the standards of your brand. Moreover, it can also be useful for benchmarking performance against industry standards, ensuring that employees are following protocol and auditing compliance with policies to ensure consistency across multiple locations.

4. Make Workflows More Efficient:

Mystery shopping allows you to streamline processes that may be inefficient or confusing for employees, so they can focus on providing great service instead of trying to figure out what needs to be done next.

Why Does Your Company Need It?

In the world of business, there are a lot of factors that can make or break a company—from customer service to product quality to the layout and organization of your store.

When you're running a business, it's important to know what your customers' experiences are like. But how do you know if your employees are doing their jobs right? How can you make sure that your products are being displayed in such a way that people will want them? Are your products as high-quality as they should be? Is your customer service as good as it needs to be? And how can you make sure that new hires are doing well? These are all important questions, but the answer is simple: mystery shopping.

Who Do We Work With?

We work in partnership with ICS-CX to provide Mystery Shopping / Customer Experience Management services. Our partner is one of the world’s leading customer experience management companies with a 20-year track record in providing precise data and consumer insights that help companies make informed decisions. Our team combines a range of sophisticated consumer research methods with innovative technology and services to support your customer experience optimization.

PURE CX applies mystery shopping business audit processes to capture the full customer service experience. Our Evaluators are trained to provide unbiased consumer response to their experience with your company. From surface issues to more detailed analyses, the PURE CX customer experience management process allows you to make the required decisions to improve your business operations and customer experience.

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