global vox populi mystery shopping experts blend into the crowd to accurately report on our client’s business, providing objective feedback on most important touch-points. Our unique methodology enables our client to rate and compare between outlet locations, employees, and competitors on a wide range of vital issues.
Anonymous evaluation is an un-biased tool for understanding both weaknesses and strengths, driving performance improvements. By gaining insight into your customers’ experiences, you will know exactly why they are coming back – and/or why they are not.
how does it work?
Our methods are customized according to our client’s requirements, objectives and standards – everything from questionnaire design to complete audio and video recordings.
global vox populi mystery shopping experts are trained in all things customer, such as routine transactions, general inquiries, complaints and procedural transactions. global vox populi mystery shopping has the scope and resources to work across regions, districts, and cities, on a local, national or international level.
we will help you to
- develop scenarios and support for the shops
- determine evaluation criteria and scores
- conduct fieldwork as per the requirement
- evaluate results both case-by-case and overall
get a pulse on employee performance
Mystery shopping provides insight into how your employees are performing on the phone or in-store. Through carefully crafted situations, mystery shoppers can help managers identify training needs, measure training efforts, track performance over time, and ensure that employees are compliant with procedures.
what exactly do we measure?
Common areas of feedback include:
- customer service
- speed of service
- employee appearance
- product/service knowledge
departments which benefit
- customer service: quality and service control
- human resources: appraisals, bonus’ and incentives
- marketing: customer feedback
- training: products and services