Mystery shopper study
Mobile Collection
Evaluate the quality of the customer experience in the field.
Description of the need
Our client is a company with a network of retail outlets and branches that welcome the public daily. Management wanted to objectively assess the quality of customer service and the level of customer experience.
Although satisfaction indicators were available, they were primarily based on customer feedback after their visit. The company wanted to supplement this data with direct observation of the experience in real-world situations.
The client was looking for a solution that would:
- To assess the quality of the welcome and service at the point of sale
- To verify the application of internal standards and procedures
- To identify performance gaps between different sites
- To analyze the customer experience at different stages of the journey
- To have reliable indicators to manage network quality
The objective: to improve the customer experience and guarantee a consistent quality of service across the entire network.
Proposed solution
We have implemented a mystery shopper study system involving anonymous visitors posing as real customers.
These mystery shoppers conduct visits to points of sale or agencies according to a defined scenario, then complete a detailed questionnaire to evaluate different aspects of the experience.
Questionnaires allow for the analysis of several dimensions:
- The quality of the welcome and the availability of the teams
- Adherence to the brand's procedures and standards
- The quality of the advice and support
- Knowledge of the products or services
- The overall experience experienced by the customer
The collected data is centralized in an analysis platform that allows:
- Comparing performance between different points of sale
- Identifying good practices and areas for improvement
- Monitoring service quality indicators
- Analysis of detailed mystery shopper feedback
Network managers thus have an objective view of the quality of the customer experience in the field.
Special Features
Mystery shopping is conducted according to specific scenarios in order to best reproduce the real situations encountered by customers.
Dashboards allow you to:
- To compare performance between different points of sale or agencies
- To identify deviations from service standards
- To identify areas for improvement in the customer experience
- To monitor the evolution of service quality over time
This type of system allows companies to enhance the quality of their customer experience and to support field teams in the continuous improvement of service.
Such solutions can also be deployed in distribution networks, bank branches, dealerships or any other place open to the public.
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improving the quality of customer service at the point of sale
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compliance with network service standards
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quality differences between the different sites after corrective actions were implemented
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FAQ — Mobile data collection, field audits, and offline data
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On which devices does the solution work?
On iOS and Android smartphones and tablets, via a dedicated application, online or offline.
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Can the forms be customized?
Yes, with graphic charter, Word/Excel import, drag & drop and AI generation.
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What data can be collected?
Texts, photos, videos, GPS, annotations, notes, scores, field observations.
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Can the reports be automated?
Yes, the platform automatically generates actionable and structured reports.
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Is the solution secure?
Yes, the data is centralized and secure, in accordance with confidentiality standards.
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