What is mystery shopping ?

Mystery Shopping is an art of quality assurance for evaluating customer services discreetly and professionally. Whenever there is an interaction between a customer and sales staff, there is an opportunity for Mystery Shopping. The reason it is called Mystery Shopping is because our service checkers are required to carry out evaluations in an objective manner without drawing attention to themselves or causing attendants or assistants to treat them differently, or specially, compared to other customers.

We offer an accurate, reliable and inexpensive method of quality control which provides you with a means of identifying both good customer service (which can be rewarded) and the not-so-good (which can be performance managed).

We reach a full understanding of your company, its employees and clients in order to be able to provide you with a full scale picture of how each action affects your business.

Mystery shopping services.

Our services are tailored to meet the exact needs of the business and an individual program is installed for each of our clients, however, some of the methods are as below.

• We monitor your customer service by visiting nominated outlets at an agreed frequency.
• We extend your quality assurance program to the intangible elements of your customer service.
• We help you to look at your business through the eyes of your customers.
• We help you ensure all your outlets are giving a consistent level of customer service.
• We help you spot any employees who may be driving your customers away.
• We check the service provided by each branch against your laid-down customer service standards.
• We provide a measuring facility for inter-branch competitions and personal performance rewards.
• We confirm whether your staff is promoting those services and products they have been instructed to promote.
• We check that advice and information your employees are giving is accurate and conforms to any legal guidelines
      which may apply.
• We benchmark your service against that offered by your competitors.
• We provide periodic reports and statistics to enable you to track customer service performance.

Mystery shopper service types

Personal Visit

Our agents visit your shop, pub, restaurant, bank branch, garage or other premises. They may or may not purchase, depending on how essential that is to achieving your objectives. Or they belong to your club and report back on how it feels to be a member.

Telephonic Talk

Outbound: Our agents make calls pretending to be customers and report back on how the call was handled. They can test all your telephone lines, your call centre, and your email response, as well as your web site. We can provide sample tapes or a tape of every call to help you coach staff towards excellence.

FAQS

What is the first step to take this service from SPIDER?

Its so simple. Just call to the contact numbers given in contact us page either you put your number in left side indicative box, our executive ill call you within few minutes. he ill make you understand on phone at primary level and if needed our executive will visit your place to make you more clear about mystery shopper service.

How my business can be benefited from mystery shopper service?

Just call on our contact numbers or put your number in slanting textbox at right bottom side. our executive ill call you within few minutes and will understand you business on phone or at your place and then we ill educate how it can be useful to you.

How can I choose my Mystery Shoppers?

Each type of business has different types of customers. To understand your customer correctly, you must test your services with the same kind of customer that is likely to visit you. To help you do this, SPIDER MARKETING hosts plenty database of Mystery Shoppers of different ages, nationalities, backgrounds and locations so you can choose the right Mystery Shopper to suit you. Essentially, you can specify your perfect customer to us and we will provide you with Mystery Shoppers demographically suited to test your service offering.

How qualified are the Mystery Shoppers?

All our Mystery Shoppers are trained to look out for specific qualities and signs in each assignment undertaken. We do not allow untrained or inexperienced Mystery Shoppers into the field on any project. All our Mystery Shoppers are trained to be discreet in their dealings with managers and sales staff on every shopping assignment. This way, we ensure the highest level of Mystery Shopper for all your service checking requirements.

How detailed will my analysis reports be?

Our analysis provides detailed reports on all service industry standards across your particular business field. These factors have been tried and tested to give you the most informative data on how to improve your customer service or product offering. Our reports can be customised to display information the way you would prefer, to make understanding our tabulations easier.