Mystery Shopper

The Mystery Shopper technique

The Mystery Shopper is a market research technique based on the simulation of purchasing acts or the requesting of information of goods and services with the aim of verifying the fulfillment of the quality parameters and services established by the evaluated company management.

It is carried out by a qualified team of people specialized in mystery shopper that act as an ordinary customer requesting information on a product or service with the purpose of detecting and assessing some specific variables that have been defined previously.

Mystery Shopper can be applied to any sector and type of company, as well as in all kind of services where there is contact with the public.

Clau Consultors' Mystery Shopper Model

Clau Consultors has a specific model of Mystery Shopper developed from its experience in implementing this technique in dozens of chains and franchises in the last ones 10 years.

Despite the fact that the Clau Consultors' model of Mystery Shopper offers quantitative results, its approach is mixed (both qualitative and quantitative), sharing the philosophy of satisfaction studies as far as the common goal of improving the quality and, finally, the performance.

The evaluations obtained are analyzed in comparison with the average obtained within its category based on the many assessments conducted in other chains and franchises, which we have at our disposal in a database of previous studies.

Benefits of utilizing Mystery Shopper

General aspects

A Mystery Shopper study is useful in increasing the staff's motivation (incentive program implementation, etc.), facilitating transmission of standards and, at the same time, identifying the best practices used by establishments (Benchmarking).

Specific benefits of our Mystery Shopper

Evaluation and improvement of the service quality to customer in order to increase satisfaction and customers' loyalty and to improve the motivation and involvement of the sales staff. The service received is assessed to ensure that the demanded quality standards are fulfilled and current strengths and improvement areas are identified.
Knowledge and perceptions from the sales network about products or services.
Follow-up of campaigns and promotions by checking the presence of products and POP advertising at the point of purchase.
Detection of needs and evaluation of training programs to improve the service quality.