Mystery Shopper
In-store visits
Our long experience in the mystery shopper field allows us to guide and work with you to create an outstanding customer experience.
As part of our comprehensive mystery shopper services, we will shape our visits and reports to your requirements and fully brief you after each visit, allowing you to make tweaks at every stage of the process, rather than enforcing something which is to rigid to accommodate your changing needs.
No matter how big or small, each of our visits is something that we take pride in completing to the best standard. All individual reports are available within 7 days of the visit. we will then analyse the combined reports & provide metrics showing full data. After processing the information we will compile a dashboard, this will give a comprehensive insight into your service levels, their consistency and recommendations for training.
Telephone & Email
Telephone mystery shopping is a useful tool to establish how your customers are being dealt with at a head office level. Remember, a telephone call may be the first contact between your company and a potential customer, and it is vital that a good first impression is created. By ensuring that you leave a lasting positive impression on your customers, you are increasing the chance of them recommending you to their friends and family, whilst improving your brand awareness.
Our phone mystery shopper programmes provide a detailed insight into the way your calls are answered, the telephone manner of your teams, the way in which they deal with customer enquiries, complaints, and the reliability of your business at returning calls.
We can record customer wait times, how long they spend on hold and how they are transferred between operators, to ensure your customers are being dealt with as quickly as possible and in the best manner.
Telephone mystery shopper services are also very beneficial when used as a part of training initiatives, or to check on customer service training which has already been implemented. We can help you look for trends in your results, showing you where you can improve and where you are already impressing your customers.
E-Mail mystery shopper services, help you to understand how well your team communicate with their customers. E-mail is becoming more common place and a very useful vehicle to get a message to your business, without having to be placed on hold. This way of communicating with customers is vital, as spelling, grammar and tone come under the spotlight.
We will measure the professionalism, the responsiveness and the level of engagement that your team has managed to achieve via e-mail, highlighting opportunities to improve the communication.
Events
At MSE, we just love events/ from music, sports, exhibitions to outside country shows, they are all special to us. These areas are directly under the customer spotlight than most other business channels, its raw, its open and a great place to increase your brand awareness.
Getting your team motivated and truly living the brand before any event is a vital step to success.
MSE is on site with you during the whole event, being there enables us to give you the full picture. This way we will work with you on the day, the hour and the moment of the event. By working this way, we are able to help you to see how to improve areas during the event.
After the event we will give you face-to-face, full and detailed feedback of areas and staff training that can be improved prior to future events.