Mystery Shopping

Mystery Shopping involves interviewers replicating the customer experience to assess the level of service received from a company or organisation.

Mystery Shopping can cover any channel in which the customer might make contact, for example; telephone, visit, letter, fax, email or website enquiry.

Ratings need to be kept as objective as possible (e.g. number of rings before answering) to ensure there is no interviewer bias. As the actual service received is rated, rather than perceived service, lower numbers of contacts are required than with traditional quantitative research methods with the principal being that you are ‘only as good as the last contact’.

What can Marketing Means offer?

We are able to tackle a wide range of mystery shopping projects across all contact channels. For telephone contacts, we can either complete the project internally using our in-house telephone facilities, or use our pool of interviewers, depending on the individual project requirements.