Mystery Shopper Research
As companies grow, ensuring high-quality customer service becomes a real challenge. We’ve helped more than 197 businesses successfully tackle this issue.
Let’s get in touch – we can help you too.
Thank You to Our Clients
Mystery Shopper
Research Methods
- Evaluation of employees’ sales skills
- Qualitative analysis of order fulfilment processes
- Market analysis of similar competing products
- Identification of competitors’ strengths and weaknesses
- Comparison and assessment of companies operating in the same market
- Identification of new business opportunities
Here’s What Our Clients Say
We were very satisfied with the smooth organisation of the training, the hospitality of the staff, and, most importantly, the memorable sessions and lecturers. We have no doubt that we’ll meet again in the near future!
Diana
We appreciate the smooth and professionally executed work. The Mystery Shopper service is not only about objective measurements, but also about the human insights that can’t be captured in a questionnaire. That’s exactly the kind of thoughtful feedback and genuine care we receive from our partners. We look forward to continued and fruitful cooperation.
Jūratė
We are pleased with SeeNext’s service and the clarity of the content provided. We plan to continue using SeeNext’s services in the future. Lecturer Tomas Lagunavičius was able to explain quite complex topics to our sales staff in a simple and accessible way.
Ignas
A Results-Driven Process
1. Meeting
2. Analysis
3. Visit
4. Data Upload
5. Report Presentation
Methods we use in our research
Research with
Audio/Video recording
On-Site visit
Telephone
call
Online
enquiry
Email
communication
Integrated mystery
shopper research
Parts of the
study report
The final report usually consists of the following elements, which help to comprehensively evaluate the situation. During the discussion, we analyse them separately and in a general sense. Examples of documents from the secret shopper study
Reporting
The objective results of the study are presented in a special report , which describes the secret shopper's visit experience and quality assessment.
Comments from a secret shopper
The results may also include the subjective opinion of the secret shopper, which notes the emotions experienced during the situation and the atmosphere created by the staff.
Additional charts
The objective results of the study are presented in a special report , which describes the secret shopper's visit experience and quality assessment.
Numbers You Can Trust
Let’s Get Acquainted
We believe that the right path to long-term partnership begins with the first cup of coffee.
Let’s meet – we’ll help you discover new opportunities for your business and show you the way to growth.
Frequently asked questions
Our customised mystery shopper research methodology, depending on the company’s size and objectives, can serve several purposes:
1. To assess your company’s level of customer service.
2. To evaluate whether your employees follow customer service standards and internal company policies.
3. To identify weak points in customer service, for which we can offer targeted staff training.
4. To improve the overall quality of customer service.
5. To increase both primary and additional sales.
6. To enhance the helpfulness and attentiveness of your service staff.
The mystery shopping service is universal and suitable for medium and large businesses that aim to maintain high customer service quality and ensure strict adherence to internal standards.
The main reason companies choose mystery shopper services is a time-proven correlation:
Better customer service = higher revenue.
As competition grows, maintaining top-level service standards and continuously seeking ways to stand out from competitors becomes essential.
Yes. For companies operating in highly competitive markets, mystery shopper studies can be conducted to assess the quality of service provided by competitors. These studies reveal competitors’ strengths, weaknesses, and unique features.
The collected data can then be compared with your company’s own results to identify where your customer service excels and where there is room for improvement.
Through years of experience, we have developed several mystery shopper research methods that are widely applied:
• Telephone call
• Email inquiry
• In-person visit to a physical location
• In-person visit with audio and video recording
Each method is selected individually, depending on the company’s operations and the objectives of the mystery shopper study.
To obtain comprehensive insights, we recommend using more than one research method – for instance, combining a phone call with an on-site visit – to evaluate all key customer service channels.
The greatest benefit is achieved when mystery shopper research is continuous and consistent.
For maximum results, we recommend using the following service combination:
Mystery Shopper Research → Training → Follow-Up Mystery Shopper Research
During the initial mystery shopper study, areas for improvement in customer service are identified. Based on these findings, a tailored training program can be developed to enhance service quality.
The final step – a follow-up mystery shopper study – evaluates the progress made, measuring how well employees have applied the training and improved customer service performance.
For companies striving to maintain the highest service standards, we recommend conducting mystery shopper research twice a month for each physical sales location.
Mystery shopper research is a fully customizable service, so the total number of visits depends on your company’s size, number of employees, and the number of stores or customer service locations you operate. However, based on our long-term experience, we’ve developed a formula that helps maintain a consistently high level of customer service – two visits per month for each physical location.
Through years of experience, we’ve found that the mystery shopper service runs most smoothly and accurately when carried out through the following process:
1. We identify your company’s needs, goals, and expectations.
2. We create several mystery shopper scenarios to be implemented during the research.
3. We obtain your company’s customer service standards (if you don’t have this document, we can help you prepare it).
4. Based on all collected information, we prepare a mystery shopper questionnaire that will be used throughout the research process.
The best results from a mystery shopper study come from a questionnaire tailored to your company’s customer service standards, internal policies, and business model specifics. After receiving these documents and discussing your research objectives with you, we prepare an initial version of the questionnaire, share it for your review, and agree on the final version together.
If your company does not yet have a customer service standard (an essential document for mystery shopper research), we can help you create one.
With years of experience, thousands of completed studies, and hundreds of satisfied clients, we are confident that we can tailor our mystery shopper research to your specific business as well.
We have success stories across nearly every market segment – retail, wholesale, B2B (business-to-business), B2C (business-to-consumer), and P2P (peer-to-peer). Our mystery shopper research has been successfully applied in companies operating in fields such as technical equipment and construction material stores, car service centres, jewellery salons, hotels, restaurant chains, public sector organisations, and many others.
We’re certain we can help you, too. Contact us for an initial consultation!