The secret shopper survey
As companies grow, ensuring the quality of service becomes a real challenge. We have helped over 197 companies to address this issue.
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Thank you to our customers
Methods of secret
shopping research
- Assessment of employee sales skills
- Quality analysis of order fulfillment processes
- Market analysis of competing similar products
- Identification of competitors’ weaknesses and strengths
- Comparison and evaluation of companies operating in the same market
- Identification of new opportunities
Customer reviews
We recently started collaborating with SeeNext in August of this year, and we are confident that we will continue to work with them in the future.
Laura
We are pleased with the smooth and professional work that they have done. A secret shopper is not only about objective measurements, but also about human observations that cannot be captured in a questionnaire. SeeNext has provided us with such feedback and genuine concern. We are looking forward to further productive cooperation.
Jūratė
We are satisfied with SeeNext's service and the content provided, and we plan to continue to use their services in the future. Lecturer T. Lagunavičius was able to convey quite complex things to our sales staff in a very simple way.
Ignas
We are grateful to the SeeNext team for professionally organised training sessions. SeeNext employees and selected lecturers take into account our needs and prepare training programs adapted to specific groups. We have been working together for two years and recommend SeeNext as a reliable training partner to other companies.
Jurga
A process leading to results
1. Meeting
2. Analysis
3. Visit
4. Uploading data
5. Presentation of the report
Methods we use in
our research
Audio/video
recording of the survey
Visit to
the study site
Telephone
call
Electronic
enquiry
Integrated Buyer
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.
Trustworthy numbers
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Our team is dedicated to helping you uncover new business opportunities and providing guidance on ways to enhance your operations.
Frequently asked questions
If you’re considering a secret shopping program, there are a variety of potential benefits depending on your company’s size and goals.
- Our methodology can help you evaluate your customer service levels.
- Assessing whether your employees follow customer service standards and comply with your company’s internal rules
- Identify weaknesses in customer service, for which we can offer training for the company’s team
- Improve the overall level of customer service
- Increase both core and ancillary sales
- Enhancing the service staff’s helpfulness
Secret shopper services are versatile and appropriate for medium and large businesses that aim for high-quality customer service and strict internal management.
The main reason why companies order secret shopper investigation services is a proven cause-and-effect relationship:
Better customer service = higher revenue
In today’s competitive environment, maintaining the highest standard of service and continuously seeking ways to differentiate oneself from the competition is crucial.
Yes, you can. For companies operating in highly competitive markets, it is possible to conduct secret shopper research on the service quality of competitors. This can help identify your competitors’ strengths, weaknesses, and unique selling points. This information can be compared to your own company’s research to see where you are performing well and where improvements can be made.
After many years of practice, we have developed several secret shopping methods that are widely used:
- call;
- email;
- live visit to a physical location;
- live on-site visit with audio and video recording.
Our methods of secret shopping are tailored to each company’s needs and investigation objectives. To gather comprehensive information, we recommend using more than one method of undercover investigations and checking all key customer service channels (e.g. a call and a live visit to a physical location).
To make the most of a secret shopping investigation,
it is recommended to conduct it on a continuous and consistent basis. One way to maximise benefits is by using the following service combination formula:
Secret Shopping -> Training -> Repeat Secret Shopping.
The initial secret shopper study can help identify areas of customer service that need improvement and lead to a training program to address them. The final step is to conduct a follow-up secret shopper survey to evaluate changes in staff behavior and improvements in customer service after training.
For companies that strive for the highest standards of customer service, we recommend repeating the secret shopper survey 2 times per month for each physical point of sale.
A secret shopper survey is an individually customisable service, so the total number of visits depends on the size of your company, the number of employees, the number of available stores or customer service locations. Nonetheless, we have developed a formula through long-term practice that helps to ensure high quality customer service – 2 visits per month per physical point.
Over the years, we have noticed that the most smooth and accurate investigation of a secret shopper is ordered and carried out in the following process:
- We find out your company’s needs, goals and expectations
- We create different scenarios for the secret shopping investigation to be executed during the investigation
- We receive your company’s customer service standard (if you do not have this document, we can help you prepare it)
- We assess all the collected information, and prepare a secret shopper survey questionnaire, which will be filled in during the entire survey
The best results of a secret shopper survey are obtained from a questionnaire that is prepared in accordance with your company’s customer service standard, internal company rules and business model specifics. After receiving necessary documents and discussing the objectives of the secret shopping exercise with the client, we prepare an initial version of the questionnaire, which we send for review and agree on the final version.
In the absence of a customer service standard (an important document for the investigation of a secret shopper), we can always help to create it.
Having amassed years of experience and conducted thousands of studies for hundreds of companies, we are confident that we can tailor our secret shopping service to meet the specific needs of your business.
Our success stories span a wide range of market segments, including retail, wholesale, B2B, B2C, and P2P marketplaces. Our previous clients have included hardware and building material stores, car repair shops, jewellery stores, hotels, restaurant chains, public sector companies, and many others.
We’re sure we can help you too. Get in touch for a first chat!