Products & Services

Retail
Our agents visit your shop, pub, restaurant, bank branch, post office, car dealership or other premises. They may or may not purchase, depending on how essential that is to achieving your objectives. They may be asking about insurance, a loan or a mortgage. Or they belong to your club and report back on how it feels to be a member.

Travel
Our agents travel on your trains, planes, ships, buses, coaches etc. or our agents go on one of your holidays and tell you about their experience.

Hospitality
We go to theatres, cinemas, opera houses, pubs, wine bars, clubs, fast food outlets, tourist attractions, restaurants and hotels.

Home
Our agents order goods for delivery at their home and let you know when those goods arrive, in what condition and whether they were correct as ordered or they ask you to deliver a service (such as clearing a blocked drain or cleaning a carpet) at their homes and tell you how well your staff did the job.

Miscellaneous
We test invigilators in exams, attend timeshare presentations, visit county shows, take electronic goods for repair and employ couriers. We loiter to attract the attention of on-street sellers of charity donations, insurance, power supply and telephone contracts.

Business-to-Business
Our agents attend conferences and meetings, sit in on sales presentations, make wholesale or trade enquiries and purchases, apply to join business groups and professional bodies.

Video
Our experienced video operators can be the mystery shopper and film the encounter to give a view as seen by the customer, or they can accompany another mystery shopper so they can film the whole interaction between customer and staff. For some programmes they accompany genuine customers – for example, taking a car in for a service and retrieving it afterwards.

Video mystery shopping is rapidly increasing in popularity as companies seek to ensure that every customer interaction is as positive as possible and that no potential sales are lost.

Mystery Shoppers Ltd has developed a professional team of covert agents who can cover all corners of the UK and Ireland.  Their experiences are captured using state of the art recording equipment and uploaded to our secure inbound data website within hours of the visit being completed.  All our shoppers are trained and fully briefed on each project and are able to comfortably fill a variety of roles to suit almost any client requirement.

Video mystery shoppers often accompany genuine customers we have recruited to record their experience.  This technique has been used in programmes such as car dealerships and hearing aid centres.

Video mystery shops can be commissioned in addition to, or in place of, a written report.

The videos themselves can either be supplied on DVD or downloaded through our password-protected secure website in a variety of formats to suit the client.  Videos and associated reports will be available as soon as they have been quality checked, usually within 72 hours of a visit being completed.

All videos can if required be fully edited with titling where appropriate.  If any visit does not meet our extremely high standards then the visit will be repeated at no cost to the client.

Some examples of the quality we can offer:

Retail shop visit

Dylan's guest house bude

In order to produce the best quality work our video mystery shoppers have to use the best equipment. Up until recently this has meant that our agents have had to search the web for the best deals on their own and hope that they are buying from reputable sources. Well, that has now recently changed with the opening of our sister company MSL Retail, specializing in quality covert video recording equipment with camera kits, specifically chosen for mystery shopping. The equipment we sell is the industry standard for covert mystery shopping and due to our presence in the industry we have been able to secure some very competitive deals on the equipment we sell.

If you have any questions about choosing the right equipment then please feel free to contact us on enquiries@msl-retail.co.uk

Desktop, Mobile and Tablet Usability Assessments

You can’t manage what you don’t measure

A great website can entice new customers, improve conversion rates and help retain existing customers, so it's important to iron out any problems and areas of ambiguity.

Our website assessors can help with that.

Just specify the areas of your website or marketing campaign that you'd like to test and your customer demographic then we'll work with you to design a programme based on your objectives and questions you need answers to.

Our certified web assessors then begin their tasks, navigating your website whilst recording the screen so you can monitor their progress. They can have their webcams turned on as well so that you can see their facial expressions and they will give verbal feedback highlighting

Telephone - Outbound
Our agents make calls pretending to be customers and report back on how the call was handled. They can test all your telephone lines (quick speed-and-greet or longer calls), your call centre, and your email response, as well as your web site. We can provide digital recordings of every call to help you coach staff towards excellence. They can test how you responded after business hours, how professionally your staff transferred calls and how quickly and efficiently you sent fulfilment by post.

We have textphones to test your response to disabled callers and mobile numbers so we can accept callbacks.

Telephone - Inbound
We can also provide an inbound call service to monitor your outbound Call Centre activity. Our agents will answer as if private individuals or businesses as required.

Internet
Internet sites which offer a response facility have acquired a poor reputation - it often seems that response forms disappear forever into the ether. We can monitor your site giving you feedback on usability and functionality, and how quickly and reliably our enquiries receive a response from your company. We have a panel of home internet users who carry out this service using a variety of different email addresses.

Business-to-Business
We can usually find ways of simulating a business calling your lines, though you may need to help us generate realistic scenarios. We relish a real challenge!

There is always a case for gathering customer satisfaction data alongside mystery shopping data – the two are complementary and the full picture is only obtained when the two sets of data are put together.

Many organisations carry out their own customer satisfaction research using methods such as self-completion cards, website pop-ups and automated telephone interactive voice response (IVR) or touchpad systems. 

However, there’s nothing as dangerous as misleading research, and many in-house customer satisfaction systems really can’t give reliable results.  In many cases staff can manipulate the systems by destroying adverse comment cards or soliciting positive feedback.  Automated call surveys can usually be controlled by staff – even some of those which obtain agreement to a survey in advance of speaking to an agent won’t connect at the end of the call if the agent doesn’t hang up.  For others, the agents simply don’t offer the survey to customers that they feel won’t score them well.

In a recent example, a caller was given demonstrably incorrect information despite challenging it twice, so was extremely dissatisfied, but found the automated survey would only let them assess such things as politeness and friendliness.  In this example the business would have recorded an excellent call when in fact the customer was planning to transfer their account elsewhere.

Other issues with response cards and automated surveys are self-selection – where those who agree to take part are only those with time available, so the sample is biased.  There is also potential bias in that customers don’t want confrontation so won’t tell the organisation – but will probably tell everyone else.  In this case a third party researcher is much more likely to get an honest answer.

We can offer customers satisfaction surveys using:

  • Face-to-face (exit surveys)
  • Satisfaction cards (freepost)
  • Post
  • SMS
  • Telephone

A combination of SMS (for volume at minimal cost) with telephone (to follow up specific answers, especially the very poor gradings) can often provide the best value for a modest investment.

For some clients such as business to business, we have an ongoing contract whereby we’re provided with contact details of new (or existing) customers on a daily or weekly basis so we can contact them shortly after their transaction is complete. This is the time when they are most likely to be able to remember the details accurately.  This also provides the opportunity for us to offer to have the client rectify anything that the customer is dissatisfied with.

We also survey customers who made an approach but did not buy (such as people who have been shown around a health club but not joined) and customers of competitors (for example, fleet managers who aren’t customers of a tyre supplier).

View all your Mystery Shopping data in one convenient place with access to our industry leading reporting software and secure web portal. This enables you to track all your data and compare reports in a way that is completely in your control.

Visually see your results in an array of different formats which can be configured to suit your needs, plotting our data fields in a combination of your choice.

Fully customise your dashboard to view the information at a glance that is most important and relevant to you.

Pull the results and data off-line for use in meetings and presentations.

Define levels of authority ensure that only information appropriate to that user can be accessed, allowing everyone throughout your organisation to view and track their own results.

Query facility means communicating with us is even quicker and simpler.

 

For an example of this facility please click here.

Copyright 2018 Mystery Shoppers Ltd 01409 255025 enquiries@mystery-shoppers.co.uk
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