Mystery Shopper

We must detect when a customer is upset with our product or service. Having information from our consumers helps us to have greater productivity, better management and more control over our commercial activity. The Mystery Shopper serves to identify all these points and to have more control over the management in the company.

Acts on satisfaction

Multichannel

Our Mystery Shopper service covers all channels. It measures the quality of your services through the different types of Mysteries: Mystery Shopper, face-to-face, Mystery Caller, telephone, Mystery E-mails, e-mail and Mystery Web, forms and e-commerce portals. Leave nothing unmeasured.

Methodology

We select the shoppers most relevant to the client's project in order to obtain quality information. Depending on the service you choose, it will have one methodology or another. We pose the problem, look for the best solution and act on the most critical points where you want to have immediate solutions.

Objectives

Measure the Customer Experience in the purchasing process from the customer's perspective. Follow the policies and processes involved by the company. Analysis of the commercialization of our product. Aspects related to the brand image. Detecting and improving processes..

Benefits

With all this data you will be able to optimize your actions. You will achieve greater productivity (Reduce costs, improve quality and loyalty), improve management (Decision making, in time reports, global vision). Thanks to this, you will have greater control over how your employees are performing.

Why hire a Mystery Shopper?

You will improve management by facilitating the correction of inefficiencies, allowing a better global vision of the company..

You will increase the control over the quality issued and perceived helping in the decision making process.

You will improve productivity by helping to reduce costs and achieve greater customer loyalty.

QUIERO SABER MÁS

Success stories

Monthly Quality Control through recordings. 3 differentiated channels with its variables related to the business: Front (claims), Sale, Post-Sale. Process: carry out surveys to clients who have contacted the service between 1/2 hour-1 hour. Automatic mailing to the customer's quality manager as soon as a negative score from the survey is detected.

Continuous Experience Plan Experience Offered. Satisfaction studies. Customer Experience Workshops Innovation. Methodology: Monthly Quality Control. Experience perceived through surveys. . Real time alerts about fatal errors. Cross-cutting analysis of emitted quality results – Quality perceived. . Automatic email notification as soon as a negative punctuation of the survey is identified.

Our goal is to increase the Clients’ experience reaching an improvement in the customer service excellence, with the help of C3 Consulting. For this reason, it was decided to carry out a fortnight study about the Perceived Experiences by their clients. More than 10.000 annual surveys were conducted with the aim of measuring and assessing the Company needs.

Needs: Continuous Experience Plan Experience Offered. Satisfaction studies. Customer Experience Workshops Innovation. Methodology: Monthly Quality Control. Experience perceived through surveys. Agents’ Recruitment plan through the eLearning Channel of eAlicia. The surveys were made to particular Clients.

The E-commerce companies with which we work have carried out actions to know the degree of satisfaction of their customers. From the clients who come to their centers, as well as the clients who use their services. We conducted more than 8,000 surveys to individuals who knew about the services or products. Through short and effective surveys we were able to improve satisfaction rates.

CONTÁCTANOS

La satisfacción de tus clientes es nuestro objetivo

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